Team Lead Technical Support/L2
Core
Leading and managing the L2 Technical Support team for B2B iGaming solutions, handling complex incidents, and driving process improvements.
Role type
Senior IC Team Lead Technical Support (L2)
Builds
B2B iGaming solutions (API integrations, wallet sessions, game logic)
Domain
iGaming / B2B IT
Required skills
REST API integrations, game session lifecycle, GGR/turnover/bonus logic, log analysis (ELK/Grafana), web architecture, Jira/ServiceDesk, SLA/OLA management, production incident handling
Preferred skills
Systemic thinking, root cause analysis, technical communication, leadership, process improvement
Technologies
REST, API, ELK, Grafana, Kibana, Graylog, Jira, ServiceDesk
Responsibilities
Leadership and development of the L2 / Technical Support team, Full ownership of Incident / Request / Problem flow, Escalation and hands-on handling of complex cases, Technical analysis of integration cases (API, wallets, sessions, currencies, callbacks), Building processes between Support ↔ AM ↔ Tech ↔ QA ↔ AntiFraud/Risk, Production monitoring, log analysis, and anomaly detection
Seniority
Senior, hands-on IC with leadership