Middle L1 Technical Support Specialist

Why this role exists

This role protects client trust and delivers seamless technical problem resolution for B2B partners. It supports strict SLA commitments and uninterrupted platform availability through ownership of complex L1 support cases, system alerts, and critical incident coordination.

What you’ll drive

Ticket Ownership & Technical Investigation

• 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 and instantly triage anomalies to prevent potential SLA breaches.
• Proactively manage the backlog, 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.
• Route fully documented edge-case issues to L2/L3 engineering teams with detailed diagnostic data.

What makes you a fit

Must-Have

• 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, including organizing response calls, tracking timelines, and 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 and 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 such as Statuspage.

Benefits

Benefits Cafeteria

• Annual budget for sports, medical care, mental health, home office, and languages.

Work-life & support

• Paid maternity/paternity leave and a monthly childcare allowance.
• 20+ vacation days, unlimited sick leave, and emergency time off.
• Remote-first work, tech support, and coworking compensation.
• Online, offline, and offsite team events.
• Internal courses and growth programs.

Culture & core values

• Fuelled by trust: openness, honesty, and mutual support.
• Own your game: initiative and accountability.
• Acceler8: move fast, focus smart, and keep it simple.
• Challenge accepted: grow through challenges and stay curious.
• Bulletproof: stay resilient, prepared, and proactive.