Technical Support Manager

We are looking for a Technical Support Manager to build and lead the support organization from the ground up. You will be the first operations hire — responsible for assembling the team, designing processes, setting up tools, and launching 24/7 support operations. 

You will manage two teams: 

- Technical Operations Engineers — L2-level technical specialists handling platform monitoring, incident response, and API troubleshooting. 

- L1 Support Specialists — first-line support handling triage, basic troubleshooting, and ticket routing.

This is a hands-on leadership role for someone who enjoys building from zero, not just managing what already exists. 

Please note that this is a full-time on-site position in our Lviv office.

Position Requirements

Must have:

• 3-5 years of experience in technical support or IT operations, with at least 1-2 years in a Team Lead or Manager role.
• Hands-on experience building support processes from scratch.
• Experience managing 24/7 shift-based teams — scheduling, rotation, burnout prevention.
• Understanding of incident management frameworks (ITIL, PagerDuty/Opsgenie workflows, SLA design).
• Technical depth sufficient to mentor L2-level engineers: REST API debugging, log analysis, basic SQL, monitoring dashboards.
• Experience hiring and onboarding technical staff across different seniority levels.
• Strong written and verbal communication skills.
• Fluent Ukrainian and English (C1+).

Nice to have:

• iGaming, fintech, or payments industry experience.
• Experience with B2B support models (SLA-driven, operator/client-facing).
• Familiarity with compliance-regulated environments (ISO 27001, PCI DSS).

• ITIL Foundation or similar certification.

  
  Responsibilities

• Build, hire, and lead a team of ~9 people (L1 Support + Technical Operations Engineers).
• Design the full support process: ticket lifecycle, triage rules, escalation matrix, SLA framework.
• Manage 24/7 shift schedules and ensure sustainable rotation for the team.
• Own the incident management process: classification, escalation paths, post-incident reviews.
• Build and maintain a runbook library for consistent incident response.
• Set up support tooling: ticketing system, knowledge base, status page, monitoring dashboards.
• Define and track operational KPIs: First Contact Resolution, MTTA, MTTR, SLA compliance.
• Coordinate with DevOps and Engineering teams on escalations and infrastructure issues.
• Provide regular operational reports to leadership.
  
  We offer
• 25 days off per year + official holidays off
• Military reservist deferment
• English lessons compensation
• Medical compensation
• Professional Development Budget
• Tech Equipment Allowance
• Cozy office and free snacks

• Team Building and Social Events

   

If you’re passionate about creating, breaking boundaries, and shaping the future of digital entertainment — you’re one of us. Join our team of talented professionals where your expertise will be valued, your growth supported, and your contributions recognized. Don’t miss the opportunity to be part of an innovative company with a culture that fosters both personal and professional development.

Send us your resume today and let’s build the future together!