L2 Support Team Lead

GR8 Tech is a global product company that provides innovative, scalable platforms and business solutions for the iGaming industry.

We have а great experience: GR8 Tech platform successfully handles millions of active players and offers best practices to develop and grow in the gambling industry. We are here to provide great gaming tech to satisfy even greater ambition!

We develop complete tech coverage for gambling businesses worldwide, including iGaming platform solutions, consulting, integration, and long-lasting operation services.

We are seeking a skilled and motivated L2 Support Team Lead to join our GR8 Platform Business Unit. In this role, you will be responsible for providing technical support to our clients and ensuring that issues are resolved in a timely and efficient manner.

We are driven by our ambition to make a great product with great people! Together we move the world of iGaming forward — join!

About your key responsibilities and impact:

Management:

Leading and managing the L2 Customer Support team, providing guidance, mentorship, and support to team members;
Сreating and managing employee schedules; overseeing shift schedules to ensure maximal coverage, where applicable;
Analyzing gaps in the knowledge and skills of the L2 Customer Support team;
Providing regular report to management on business unit SLA.

Monitoring of customer support requests:

Monitoring notifications about newly assigned tickets in Jira Service Management (JSM);
Maintaining and tracking the relevance of the KPIs (SLA) on a regular basis.

Resolution of customer support requests:

Working on ticket resolution within SLA assigned to 2nd line — identifying, troubleshooting, and resolving technical issues faced by operators or their clients;
Collaborating with cross-functional teams (L3), such as developers or product managers, to escalate and resolve complex technical issues;
Documenting and tracking customer interactions, including issues, resolutions, and follow-up actions, using a ticketing system;
Conducting research and gathering information to provide accurate and up-to-date solutions to customers;
Providing confirmation when accepting a ticket and provide initial high-level diagnosis, plan of action, and ETA for resolution;
Communicating any delays in resolution time to 1st line support and collaborate on a new Resolution time with the client, if necessary;
Providing regular status updates on the resolution progress, especially for long-term issues.

Post analysis of customer requests:

Ensuring documentation and tracking customer issues in the ticketing system.

Essential professional experience:

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience);
2+ years of proven experience in technical support, customer service, or a related role;
Leadership skills to guide and support the customer support team;
Understanding of JSON and XML formats;
Experience with SQL;
Basic understanding of REST API and microservices concepts;
Experience with Postman or any other REST client tools;
Experience with Git/GitLab and basic understanding of CI/CD concepts;
Experience with JIRA and Confluence;
Gathering and analyzing logs (e.g. Kibana, OpenSearch);
Proven Experience in Atlassian Tools e.g. Jira, Confluence;
Customer-oriented mindset with a focus on providing exceptional service and satisfaction;
Intermediate + English level.