Lead Technical Support

Your Key Responsibilities:

Lead Technical Support team: structure teamwork, clearly define responsibilities, and ensure ownership and accountability;

Closely collaborate with QA, development, and product teams to resolve issues efficiently and prevent recurrence;

Proactively identify, propose, and implement system, process, and workflow improvement, including automation initiatives;

Take ownership of AI solutions and tools that enhance and automate support operations.

A Successful Candidate Must Have:

Proven experience leading a Technical Support team (up to ~12 people);

Hands-on leadership style with active involvement in daily operations and issue resolution;

Experience designing, implementing, and continuously improving multi-level support workflows (L0 / L1 / L2), including escalation paths and SLAs;

Ability to convert support insights, player feedback, and incident data into technical, product, and process improvements;

Strong experience with support and issue-tracking tools such as Zendesk, Jira, or similar platforms;

Understanding of REST APIs and experience working with API-driven systems;

Ability to design, fine-tune, and deploy production-grade AI solutions based on LLM, including prompting, RAG architectures, model adaptation, and system integration;

Ability to automate support operations using scripts, integrations, or workflow automation tools;

Confidence working with technical logs, system behavior analysis and debugging;

Understanding of client–server architecture and data flows between frontend, backend, and third-party services.

Advanced written and verbal English language skills.

Extra Great to Have:

Prior experience in the video games industry or other live, player-facing digital products;

Familiarity with live-operations environments, ongoing releases, and player support at scale.

Salary:  From 4160 EUR/month (gross)