Technical Support Manager (L2)

We are looking for a proactive and detail-oriented L2 Technical Support Specialist to join our iGaming Operations team and support the Turbo Games project.
You'll be responsible for monitoring platform performance, processing partner and internal requests, identifying operational issues, and ensuring incidents are resolved or escalated promptly. This role is ideal for someone who enjoys working with monitoring tools, analyzing data, and maintaining stable 24/7 operations.

Responsibilities:
- Monitor platform health and operational dashboards (Grafana, Power BI).
- Process incoming requests via Slack and Jira Service Management (JSM).
- Investigate incidents and resolve issues within the L2 scope.
- Escalate technical issues to Development, QA, Product, or Anti-Fraud teams.
- Monitor critical alerts, uptime, transaction failures, and fraud notifications.
- Perform scheduled fraud and anomaly checks during each shift.
- Ensure proper shift handover and maintain clear incident documentation.

Requirements:
- 1+ year of experience in Technical Support, Operations, or Monitoring.
- Strong analytical skills and attention to detail.
- Experience with monitoring tools (Grafana, Power BI, or similar).
- Ability to prioritize incidents and make informed decisions.
- Good written English and Ukrainian.
- Availability to work rotating shifts, including day and night shifts, weekends, and public holidays.

Nice to Have:
- Experience in iGaming, FinTech, or Payments.
- Familiarity with Back Office or transaction monitoring systems.
- Understanding of RTP, GGR, and betting/casino mechanics.
- Experience in a 24/7 Operations or NOC environment.

We Offer:
- 24/7 rotating schedule (day and night shifts).
- Structured onboarding and documented processes.
- Modern tools: Slack, Grafana, Power BI, Jira, Confluence.
- Close collaboration with Development, QA, Product, and Anti-Fraud teams.
- Opportunities for professional growth in a fast-growing iGaming company.

We offer:
🧘‍♂️ Work-life balance — even in challenging times
- We have created an environment where it’s pleasant to work and grow. You’ll find the balance between work and leisure and feel what it’s like to be part of a team that truly values you.

💻 Work format
- Choose where and how to work — from home, the office, or anywhere in the world.
- Convenient shift schedule (including mandatory night shifts)

🎉 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: 15 working days + 3 additional days off
💊 Paid sick leave: 10 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

🚀 Why us?
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! 🤝