Middle L2 Technical Support Specialist for CRM Team

Why this role exists

This role ensures the technical reliability of the Engagement-CRM platform for B2B operators. It maintains high service quality through initial request reviews, technical diagnostics using logs and admin panels, and client guidance on correct system configurations using runbooks.

What you’ll drive

B2B Core Operations & Engagement-CRM Handling

• CRM Ticket Processing: Investigate B2B requests and non-standard incidents related to user journeys, trigger events, promotional campaigns, segmentation parameters, and bonus allocation rules.
• Data & Parameter Verification: Check user data, activity statuses, campaign parameters, and bonus states in internal admin panels and through database queries.
• Support & Client Guidance: Advise L1 support teams and B2B operators on standard and complex configuration settings within Engagement-CRM.

Technical Troubleshooting & Escalation

• Log & Trace Analysis: Search and analyze microservice logs in Kibana/OpenSearch using identifiers and correlation keys, including User ID, Trace-ID, Activity ID, and Campaign ID, to locate root causes of failures.
• API & Delivery Diagnostics: Inspect REST API endpoints, request/response structures, and webhooks using Postman or cURL. Use Browser DevTools (Network/Console) to troubleshoot frontend errors and verify notification delivery across Push, SMS, and Email/SMTP channels.
• Quality L3 Escalation: Collect technical evidence, including raw payloads, log snippets, SQL records, and screenshots, and prepare clear, reproduction-ready bug reports in Jira for Engineering (L3/QA).

SLA & Knowledge Sharing

• Meet B2B SLAs: Ensure compliance with response and resolution time targets for assigned L2 tickets.
• Update Knowledge Base: Keep diagnostic instructions, verification checklists, and runbooks up to date for L1 and Junior specialists based on resolved cases.

Must-have

• 2–3+ years in L2 technical support, application support, or product platform operations using Jira or Jira Service Management (JSM).
• Experience in B2B MarTech, CRM platforms, e-commerce, or the iGaming industry.
• Ability to analyze unscripted technical incidents and isolate root causes using diagnostic tools rather than relying solely on fixed templates.
• Practical skills searching logs in Kibana, OpenSearch, or Sentry using basic identifiers and correlation keys, including User ID, Trace-ID, and Campaign ID.
• Practical ability to write read-only SQL queries in MySQL, PostgreSQL, or Athena to check user states, event records, or bonus statuses.
• Understanding of REST API principles, including HTTP status codes and request/response JSON payloads, plus hands-on experience with Postman or cURL.
• Experience with Browser DevTools (Network/Console) and a basic understanding of Push, SMS, and Email messaging delivery channels.
• Intermediate English (B1–B2) for technical documentation and internal notes.
• Fluent Ukrainian or Russian for daily communication.

Nice-to-have

• Basic familiarity with monitoring tools such as Grafana.
• Experience writing simple diagnostic guides or checklists for support teams.

Benefits

• Annual benefits cafeteria budget for sports, medical care, mental health, home office, and languages.
• Paid maternity/paternity leave and a monthly childcare allowance.
• 20+ vacation days, unlimited sick leave, and emergency time off.
• Remote-first work, technical support, and coworking compensation.
• Online, offline, and offsite team events.
• Internal courses and growth programs.