When a player reports an issue, the quality of the response matters—but so does everything happening behind it: accurate troubleshooting, disciplined triage, clear escalation and a support process that does not waste anyone’s time.
We are recruiting a Lead IT Support Technician for an established international online gaming operator. This is a senior, hands-on position for an experienced support professional who can bring structure to a fast-moving environment and strengthen the connection between player support, product and engineering.
You will own the processes that determine how issues are identified, investigated, prioritised and resolved. While a Head of Support will continue to manage the daily frontline operation, you will provide oversight, develop the team and ensure the wider support function operates to a consistently high standard.
What You’ll Be Responsible For
- Designing and implementing an effective frontline support operating process.
- Establishing clear procedures for technical troubleshooting, ticket handling, triage and escalation.
- Overseeing the Head of Support and helping frontline agents improve their technical capability, judgement and communication.
- Building and managing a robust QA framework for player interactions.
- Creating consistent standards for reviewing support quality and delivering actionable feedback.
- Managing the testing and QA process for new features before and after release.
- Improving how bugs, incidents and player-reported issues are documented, tracked and escalated.
- Assessing urgency, business impact and player impact to determine what requires immediate intervention.
- Working closely with engineering and product teams to ensure issues reach the right people with the right information.
- Developing scalable playbooks, workflows and tools as the operation grows.
- Providing the CTO with clear visibility of recurring issues, operational risks and opportunities for improvement.
What We’re Looking For
- At least four years of technical support experience, including troubleshooting, ticket management and issue resolution.
- Proven experience within the iGaming or sports betting industry. This is an essential requirement.
- Previous responsibility for leading, coaching or overseeing support professionals.
- Practical experience developing or owning a QA process, including setting standards, reviewing work and closing performance gaps.
- Strong judgement when prioritising incidents and deciding when technical issues should be escalated.
- A sound understanding of online player journeys and the operational impact of payment, account, gameplay, promotional and platform-related issues.
- Excellent written communication and the ability to translate player-reported problems into useful information for technical teams.
- Confidence working across support, product and engineering functions.
- A self-directed working style suited to a remote, largely asynchronous environment.
- Familiarity with the regulatory and compliance considerations affecting online gaming operations.
What Success Will Look Like
Your initial priority will be to establish a practical operating framework covering frontline support, escalations, feature QA, bug reporting and incident management.
Success will be measured by whether these processes work in the real world: issues are logged properly, responsibilities are clear, urgent matters move quickly and teams receive the information they need without unnecessary meetings or administrative theatre.
Why Consider This Opportunity?
This is an opportunity to shape a critical operational function rather than inherit a rigid system. You will report directly to the CTO, have genuine authority over support processes and play an influential role in how the business protects and improves the player experience. The environment is remote, flexible and built around trust. Senior team members are expected to manage their time, exercise sound judgement and take ownership of outcomes.If you have built your career in iGaming or sports betting support and know how to turn frontline complexity into clear, scalable processes, we would like to hear from you.
Apply now by sending your CV to contact@initiateinternational.com for this Lead IT Support Technician role. If you wish to view additional Gaming, Betting, & Gambling jobs, please click through to our job section.
