Lead Technical Support
Location:
Vilnius
From 3920 EUR/month (gross)
Quality Assurance
Full-time
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 3920 EUR/month (gross)
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