|
Описание: |
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 Technical Support Team Lead 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-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.
— 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!
Відгукнутись на вакансію |
