Technical Support Team Lead
SoftConstruct is on a search for a new player to join our team as a Technical Support Team Lead. This role involves managing and optimizing the technical support lifecycle across all African regional hubs, ensuring incidents are resolved within defined SLAs. You will serve as the primary technical bridge between local teams and HQ, ensuring that technical updates, security protocols, and infrastructure changes from HQ are effectively implemented and understood at the regional level. You will also lead the resolution of critical production incidents, serving as an escalation point for complex technical issues affecting platform availability or user experience. Additionally, you will develop and maintain a centralized repository of technical documentation, troubleshooting guides, and Standard Operating Procedures (SOPs) to foster consistency across regions. You will monitor regional IT health, including server uptime, network connectivity, and deployment stability, proactively addressing issues before they impact business operations. You will lead, coach, and manage a team of local technical support staff, fostering a culture of technical excellence and proactive problem-solving. You will provide regular performance reports to management regarding system stability and support metrics, and act as the feedback loop, relaying regional operational challenges to HQ to drive platform improvements.
- Manage and optimize the technical support lifecycle across all African regional hubs, ensuring incidents are resolved within defined SLAs
- Serve as the primary technical bridge between local teams and HQ. Ensure that technical updates, security protocols, and infrastructure changes from HQ are effectively implemented and understood at the regional level
- Lead the resolution of critical production incidents, serving as an escalation point for complex technical issues affecting platform availability or user experience
- Develop and maintain a centralized repository of technical documentation, troubleshooting guides, and Standard Operating Procedures (SOPs) to foster consistency across regions
- Monitor regional IT health, including server uptime, network connectivity, and deployment stability, proactively addressing issues before they impact business operations
- Lead, coach, and manage a team of local technical support staff, fostering a culture of technical excellence and proactive problem-solving
- Provide regular performance reports to management regarding system stability and support metrics.
- Act as the feedback loop, relaying regional operational challenges to HQ to drive platform improvements
- At least 5 years in a technical support leadership or IT operations management role.
- Prior experience in the iGaming, gambling, or high-volume transactional industries is highly preferred
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
- Strong background in IT Service Management (ITSM) tools and incident management frameworks (e.g., Jira Service Management, ServiceNow)
- Hands-on experience with monitoring and observability tools (e.g., Datadog, Grafana, ELK stack)
- Solid understanding of network architecture, cloud operations, and security best practices
- Proven ability to manage operations across different time zones and cultural contexts. You excel at maintaining alignment between distributed teams
- Demonstrated ability to remain composed and effective during high-pressure outages or critical security incidents
- Strong ability to analyze support data, identify recurring technical patterns, and propose long-term systemic fixes
- Excellent interpersonal skills with the ability to communicate technical status clearly to both internal engineering teams and executive management at HQ
- Knowledge of the English language is required, and knowledge of any additional language is an advantage
SoftConstruct is a technology developer founded by the Badalyan brothers in 2010, working across a range of IT sectors. The company originated several market-leading brands, including BetConstruct, FeedConstruct, SpringBME, Ucraft, Fasttoken and FastShift, which together make up the wider SoftConstruct group. Its best-known product, BetConstruct, supplies online gaming and sports betting software and services to operators worldwide. SoftConstruct employs over 5,000 people across more than 10 trademarks and numerous offices, and is headquartered in Yerevan, Armenia.
