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!