Team Lead Technical Support/L2
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
Hard skills requirements:
- 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 requirements:
- 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
🚀 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! 🤝