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! 🤝