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# Middle L1 Technical Support Specialist

- **Company:** Gr8 Tech
- **Location:** Spain (Remote available)
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), JIRA, Client Server Models, Monitoring of Systems, Log Analysis, Zendesk, Servicenow
- **Published:** September 3, 2026
- **Apply:** https://es.indeed.com/viewjob?jk=4343104a2cbb1f00

## About the Role

* 1+ years of experience in B2B Customer Support, Technical Support, Service Desk, Application Support, or operations in a B2B SaaS or high-load digital environment.
 * Hands-on experience analyzing server logs, administrative back-office tools, and Browser DevTools.
 * Practical knowledge of ticketing platforms (Jira/JSM, Zendesk, or ServiceNow) and incident workflows (L1-L3 framework).
 * Proven ability to coordinate critical incidents (organizing response calls, tracking timelines, writing client updates).
 * Flexibility to work full-time on a shift-based, 24/7 rotating schedule (including nights, weekends, and holidays).
 * B1-B2+ English proficiency alongside fluent Ukrainian or Russian for technical documentation and internal communication.

Nice-to-Have

 * Direct experience in iGaming, fintech, or payment processing ecosystems.
 * Basic understanding of API structures and HTTP request/response payloads.
 * Prior experience managing incident response tools like Statuspage.

## Description

* Independently validate, investigate, and resolve complex B2B tickets using server logs, monitoring tools, and Browser DevTools.
 * Replicate user-reported issues to isolate root causes across APIs, client-server interactions, and integration layers.
 * Review incoming technical fixes from L2/L3 teams to ensure solutions are fully tested and directly address client needs before closing tickets.

Incident Response & Operational Execution

 * Coordinate L1 incident workflows during outages, including hosting incident calls, maintaining technical timelines, and issuing public status updates.
 * Monitor real-time platform alerts, instantly triaging anomalies to prevent potential SLA breaches.
 * Proactively drive backlog management, ensuring clear client follow-ups and transparent delay notifications.

Collaboration & Knowledge Sharing

 * Translate complex technical root causes into actionable, human-readable updates for clients and non-technical stakeholders.
 * Guide Junior Specialists on investigation techniques, log analysis, and effective ticket routing.
 * Escalation path management: Route fully documented, edge-case issues to L2/L3 engineering teams with detailed diagnostic data.


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