L1 Technical Support Specialist

GR8 Tech

full-time

Posted on: 10/16/2025

Location Type: Remote

Location: Remote • 🌎 Anywhere in the World

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Junior

Grafana

About the role

Reproducing, analyzing, and evaluating technical issues to resolve them independently or escalate as required;
Creating business incident tickets in the internal system, reviewing them regularly, validating categorization, and ensuring compliance with SLAs;
Collaborating closely with internal teams (DevOps, QA, Product, etc.) to identify root causes and drive resolutions;
Monitoring product stability and proactively engaging the relevant departments during high-priority or urgent incidents;
Ensuring incident SLAs are met, escalating unresolved or blocked issues accordingly;
Acting as the first line of technical defense for our clients - balancing both client-centric communication and technical problem-solving.

Minimum 1 year of experience in technical support, preferably in a B2B environment;
Comfortable using Jira for task tracking and Confluence for documentation;
Strong client support skills and understanding of how technical issues affect business operations;
Ability to multitask and work in different shifts, including nights;
Able to handle emergencies effectively and know when to escalate to senior team members;
Confident using browser developer tools to identify website bugs and interpret common web error codes (e.g., 404 Not Found);
English proficiency at least B2 level and fluency in Russian or Ukrainian;
Knowledge of system logs (e.g., ELK) and monitoring dashboards (e.g., Grafana) is a plus, as well as familiarity with Cloudflare and standard IT processes (ITIL).

Benefits

An annual fixed budget that you can use based on your needs and lifestyle. You decide how to allocate it:
Sports – gym, yoga, or any activity to keep you active;
Medical – insurance and wellness services;
Mental health– therapy or coaching support;
Home office – ergonomic furniture, gadgets, and tools;
Languages – courses to improve or learn new skills.
Parental support with paid maternity/paternity leave and monthly childcare allowance;
20+ vacation days, unlimited sick leave, and emergency time off;
Remote-first setup with full tech support and coworking compensation;
Regular team events – online, offline, and offsite;
Learning culture with internal courses, career development programs, and real growth opportunities

Tip: use these terms in your resume and cover letter to boost ATS matches.

technical supportincident managementproblem-solvingbrowser developer toolssystem logsmonitoring dashboardsweb error codesITIL

client supportcommunicationmultitaskingemergency handlingcollaboration