Team Lead Technical Support/L2
Primary stack
Nice to have's
Job description
About the Position
Turbo Stars is a multi-product IT company delivering fast, high-quality, and cutting-edge B2B solutions for the iGaming industry. We’re always on the lookout for people who share our mindset - and right now, we’re looking for a Team Lead Technical Support/L2 to join our team 🚀
Responsibilities
- Leadership and development of the L2 / Technical Support team
- Full ownership of Incident / Request / Problem flow
- Team performance, request, and case reporting
- Escalation and hands-on handling of complex cases
- SLA / OLA / KPI control and escalation quality
- Technical analysis of integration cases (API, wallets, sessions, currencies, callbacks)
- Building processes between Support ↔ AM ↔ Tech ↔ QA ↔ AntiFraud/Risk
- Reducing recurring incidents through problem management
- Development of documentation and team knowledge base
- Production monitoring, log analysis, and anomaly detection
Requirements
Hard Skills
- Understanding of REST API integrations, callbacks, request / response logic
- Understanding of game session lifecycle (bet → result → win/lose → rollback)
- Understanding of GGR, turnover, and bonus deduction logic
- Log analysis (ELK / Grafana / Kibana / Graylog or similar)
- Understanding of web architecture and network protocols
- Experience with Jira / ServiceDesk
- Understanding of SLA / OLA / escalation matrix
- Experience handling production incidents
Soft Skills
- Systemic and analytical thinking
- Ability to discern symptoms from root causes
- Clear technical communication
- High level of ownership
- Leadership and mentoring
- Stress resilience during production incidents
- Proactive process improvement mindset
We Offer
Work Format
- Choose where and how to work - from home, the office, or anywhere in the world.
- Flexible schedule - we value your life rhythm.
Atmosphere and Development
- Gifts, giveaways, training, team buildings, and corporate events - you’ll never be bored with us!
- Internal training, mentoring, access to courses.
- Career growth without bureaucracy.
Vacation and Sick Leave
- Annual paid leave: 20 working days + 5 additional days off
- Paid sick leave: 15 days per year
- Professional support: access to psychologist consultations (compensation package may be extended)
- Online development: regular webinars, workshops, and trainings on both professional and general topics
About the Company
If you are looking for a friendly and ambitious product company that:
- Uses modern technologies,
- Values initiative and independence,
- Is focused on the constant development of the team and the product
Then we are waiting for you! 🤝
Apply now
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Тут ми створюємо продукти, що справді працюють, і команди, які цим пишаються.Наш Всесвіт складається з двох ключових напрямів:⭐️Turbo Stars — комплексне B2B-рішення, що об’єднує:• Platform — гнучку технологічну платформу для казино та беттінгу• Sportsbook — продукт для ставок на спорт, кіберспорт і віртуальні події⭐️Turbo Games — студія, що створює next-gen instant і crash-ігри, від математики до дизайну й підтримки.Ми розвиваємо мультипродуктову екосистему в iGaming, де кожен напрям має власну ціль і команду, але працює як частина спільного руху Turbo.Кого ми шукаємо? Тих, хто:• Хоче працювати з технологією, яка рухається швидко• Цінує свободу, довіру та відповідальність• Готовий зростати та розвиватись разом з продуктами, обираючи проактивність замість «очікування».Активуй свою FastLine в iGaming — ми вже чекаємо 🚀