Middle L1 Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver first-level technical assistance to clients.

• Reproduce, analyze, and troubleshoot technical problems or escalate issues when needed.

• Create and oversee incident tickets while ensuring compliance with service level agreements (SLAs).

• Collaborate with DevOps, QA, and Product teams to address and resolve issues.

• Serve as the initial point of technical contact for clients through effective and professional communication.

• Monitor product performance and alert relevant teams during critical incidents.

• Escalate unresolved or blocked issues following internal protocols.

⛳️ Requirements

• Over 1 year of experience in technical support, ideally in a B2B product environment or the iGaming sector.

• Proficient in English at a B2+ level and fluent in either Russian or Ukrainian.

• Fully prepared to work in a shift-based schedule, including regular night shifts.

• Practical experience with browser DevTools, including element inspection, network tab checks, and bug reproduction.

• Hands-on skills in log analysis using Kibana (ELK stack) and monitoring with Grafana dashboards.

• Familiarity with Jira and Confluence for ticket management and documentation purposes.

• Understanding of ITIL processes.

• Capability to manage a high volume of varied incoming tickets and quickly adapt to different contexts.

🏝️ Benefits

• Benefits Cafeteria with an annual budget for sports, medical, mental health, home office, and language programs.

• Paid maternity and paternity leave.

• Monthly childcare support.

• More than 20 vacation days.

• Unlimited sick leave.

• Emergency time off provisions.

• Remote-first work policy.

• Technical support offered.

• Compensation for coworking spaces.

• Opportunities for online, offline, and offsite team events.

• Access to internal courses and development programs.