Middle L1 Technical Support Specialist

Role overview

An L1 technical support role within a B2B platform business serving high-volume digital operators. The position exists to protect client trust and platform availability by taking ownership of complex first-line tickets, coordinating incident response, and meeting strict SLA commitments. Day to day, the work blends hands-on investigation with clear communication to non-technical stakeholders.

Responsibilities

- Independently validate, investigate, and resolve complex B2B tickets using server logs, monitoring tools, and browser developer tools. - Replicate user-reported issues to isolate root causes across APIs, client-server interactions, and integration layers. - Review incoming technical fixes from higher-tier engineering teams before closing tickets, confirming they address the underlying client need. - Coordinate L1 incident workflows during outages, including hosting incident calls, tracking technical timelines, and issuing public status updates. - Monitor real-time platform alerts, instantly triaging anomalies to prevent potential SLA breaches. - Drive backlog management with clear client follow-ups and transparent delay notifications. - Translate technical root causes into plain-language updates for clients and internal stakeholders, and mentor junior specialists on investigation techniques.

Requirements

- One or more years in B2B customer support, technical support, service desk, application support, or operations within a B2B SaaS or high-load digital environment. - Hands-on experience analysing server logs, administrative back-office tools, and browser developer tools. - Practical knowledge of ticketing platforms such as Jira Service Management, Zendesk, or ServiceNow, and L1 to L3 incident workflows. - Demonstrated ability to coordinate critical incidents, organise response calls, track timelines, and write client updates. - Flexibility to work full-time on a rotating 24/7 schedule including nights, weekends, and holidays. - Upper-Intermediate written and spoken English.

Nice to have

- Direct experience in iGaming, fintech, or payment processing ecosystems. - Basic understanding of API structures and HTTP request and response payloads. - Prior experience with incident response tools such as Statuspage.

Benefits and work setup

- Annual cafeteria-style benefits budget that can be allocated across sports, medical, mental health, home office, and language learning. - Paid parental leave and a monthly childcare allowance. - Twenty or more vacation days, unlimited sick leave, and emergency time off. - Remote-first setup with tech support and coworking compensation. - Online, offline, and offsite team events, plus an internal learning culture with courses and growth programs.