L2 Technical Support Specialist

GR8 Tech

Technical Support Specialist owning technical resolutions and handling complex platform incidents for B2B iGaming company. Ensuring platform stability through independent troubleshooting and advanced investigations.

Posted 7/17/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced technical support capabilities with a focus on troubleshooting complex platform incidents, API testing, and error analysis. Proficient in log management and mentoring junior engineers while ensuring SLA compliance and effective issue tracking.

Highest-signal resume keywords

Technical Support (L2)Log Management (Kibana/OpenSearch)API Testing & Debugging (Postman)Technical Error AnalysisIssue Tracking Tools (Jira)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Microservice Communication TroubleshootingAuthentication Layer AnomaliesStructured Log AnalysisError Stack InterpretationDistributed Session TrackingData Validation SchemasDatabase Transaction LifecyclesSDLC FrameworksAdvanced Ticketing System FeaturesCustom Filters (JQL in Jira)

Soft Skills

High Level of AutonomyMentorship

Tools & Technologies

KibanaOpenSearchPostmanJira

Industry Keywords

B2B SaaS PlatformsCross-Functional Incident RoutingSLA ComplianceTechnical Runbooks

Tech Stack

Tools & technologies

MicroservicesSDLC

About the role

Key responsibilities & impact

Own the technical resolution and localization of complex, non-typical core platform incidents.
Independently troubleshoot microservice communication failures, balance processing issues, and authentication layer anomalies.
Receive and independently investigate complex, non-standard platform requests.
Troubleshoot cross-functional incidents at the boundary of core platform systems and adjacent integration modules.
Guide and assist Junior L2 and adjacent support lines with advanced platform configuration investigations.
Analyze structured logs, inspect error stacks, and generate high-quality bug reports for L3/QA.
Monitor SLA compliance for assigned complex incidents.
Develop and implement detailed technical runbooks and mentorship for Junior engineers.

Requirements

What you’ll need

3+ years of experience in technical support (L2), systems analysis, or technical operations of product/B2B SaaS platforms.
Advanced log management skills: Strong experience with Kibana/OpenSearch, including building custom search filters, aggregating core logs, and tracing transaction/session data chains across microservices.
API Testing & Debugging: Practical experience with Postman (or similar tools) to validate platform API endpoints, request/response bodies, and authentication headers.
Technical Error Analysis: Ability to read and interpret technical error stacks (stack traces) in monitoring systems to identify database or code-level failures.
Core Platform Mechanics: Advanced operational understanding of distributed session tracking, authentication layers (OAuth/JWT), data validation schemas, and database transaction lifecycles.
Issue Tracking Tools: Strong proficiency in advanced ticketing system features, including queue management, custom filters (JQL in Jira), and dashboard utilization to track team performance.
SDLC Frameworks: Deep operational understanding of multi-tier escalation workflows, cross-functional incident routing, and SDLC phases to accurately distinguish platform bugs from configuration errors.
High Level of Autonomy: Proven ability to work without relying on step-by-step runbooks, diagnose complex issues from scratch, implement localized configuration changes, and execute technical data exports independently.
Language Proficiency: Intermediate+ English (B1–B2) and Fluent Ukrainian or Russian.

Benefits

Comp & perks

Paid maternity/paternity leave + monthly childcare allowance.
20+ vacation days, unlimited sick leave, emergency time off.
Remote-first + tech support + coworking compensation.
Team events (online/offline/offsite).
Learning culture with internal courses + growth programs.