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! 🤝