GR8 Tech

Middle L2 Customer Support Specialist

GR8 Tech

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

GrafanaSQL

About the role

  • Resolving moderately complex technical incidents related to sports feeds and bet settlement
  • Performing root cause analysis and prepare incident reports
  • Collaborating with traders, client teams, and feed providers
  • Maintaining and regularly updating internal documentation and technical guidelines
  • Actively monitoring SLA compliance by reviewing queues for aging or inactive tickets
  • Escalating stalled incidents to the appropriate support tier (L1 or L3) and flag urgency in GPI
  • Ensuring synchronized status updates between internal systems (PSUPINC, GPI)
  • Handling client escalations by updating status flags, escalating to L3, and notifying team leads
  • Coordinating communication flow between L1 and L3 teams for escalated issues

Requirements

  • In-depth understanding of sports market structures, bet types, and settlement processes
  • Solid proficiency with Jira, Kibana, Grafana, SQL, and basic XML/JSON
  • Upper-Intermediate or higher English proficiency
  • Experience in investigating incidents and liaising with external partners
  • Strong analytical thinking and proactive problem-solving
  • Ability to make time-sensitive decisions under pressure
  • Strong collaboration and cross-functional communication skills
  • Flexibility and adaptability in a dynamic support environment