Middle L2 Technical Support Specialist for CRM Team

Role overview This role supports a B2B Engagement-CRM platform used by iGaming operators, ensuring high technical reliability for client-facing teams. The specialist handles incoming tickets, performs initial diagnostics using logs and admin panels, and escalates verified software defects to mid-level engineers, all while meeting strict B2B SLAs.

Responsibilities - Receive and review tickets from operator teams about CRM misbehaviour, verifying user data, activity statuses, campaign parameters, and platform details in internal admin panels. - Advise related support teams and operators on standard configuration settings within the Engagement-CRM system. - Search logging systems such as Kibana or OpenSearch using identifiers like user ID or activity ID to isolate root causes. - Use Browser DevTools (Network and Console tabs) to identify client-side errors and verify notification delivery across internal and external panels. - Prepare complete escalations with identifiers, logs, screenshots, and error codes for transfer to mid-level engineers. - Maintain runbooks and step-by-step diagnostic instructions used by L1 support, and translate complex system errors into clear language for clients.

Requirements - Two or more years in B2B technical support, customer service, or operating product platforms using ticketing tools such as Jira, Jira Service Management, or ServiceNow. - Practical experience in the iGaming industry. - Skills in searching logs with Kibana or OpenSearch using basic identifiers. - Basic understanding of REST API principles, standard 4xx/5xx HTTP error codes, Browser DevTools, and notification delivery gateways (push, SMS, email). - Familiarity with multi-tier support workflows, incident triage, and SLA deadlines, plus strong attention to detail under tight deadlines. - Intermediate English (B1–B2) for technical documentation and fluent Ukrainian or Russian for daily communication.

Nice to have - Experience in runbook-driven environments with clear checklists. - Foundational awareness of bug tracking within the Software Development Lifecycle (SDLC). - Experience writing step-by-step technical guides for junior support tiers.

Benefits and work setup - Remote-first working model with coworking compensation and tech support. - Benefits cafeteria covering sports, medical, mental health, home office, and languages. - 20+ vacation days, unlimited sick leave, and emergency time off, plus paid maternity and paternity leave and a monthly childcare allowance. - Team events online, offline, and at offsites, with internal courses and growth programs.