Middle L1 Technical Support Specialist

Responsibilities

• Independently validate, investigate, and resolve complex B2B tickets using server logs, monitoring tools, and Browser DevTools
• Replicate user-reported issues to isolate root causes across APIs and integration layers
• Coordinate L1 incident workflows during outages, including hosting incident calls and issuing status updates
• Monitor real-time platform alerts and triage anomalies
• Translate technical root causes into actionable updates for clients
• Guide Junior Specialists on investigation techniques and log analysis
• Route documented edge-case issues to L2/L3 engineering teams

Requirements

• 1+ years of experience in B2B Customer Support, Technical Support, or Application Support
• Hands-on experience analyzing server logs and Browser DevTools
• Practical knowledge of ticketing platforms like Jira, Zendesk, or ServiceNow
• Proven ability to coordinate critical incidents
• Flexibility to work on a 24/7 rotating schedule (nights, weekends, holidays)
• English proficiency (B1-B2 level)
• Fluency in Ukrainian or Russian

Preferred Qualifications

• Direct experience in iGaming, fintech, or payment processing
• Basic understanding of API structures and HTTP payloads
• Experience managing incident response tools like Statuspage

Benefits

• Benefits Cafeteria for sports, medical, mental health, and home office
• Paid maternity/paternity leave and monthly childcare allowance
• 20+ vacation days and unlimited sick leave
• Remote-first environment with coworking compensation
• Learning culture with internal courses and growth programs