Lead Technical Support

Nordcurrent · Vilnius, Lithuania

Discipline
Player Support
Seniority
Lead
Work model
Not stated
Employment type
Not stated
Pay
Pay not stated
Posted
Not stated
First seen on Hakken
20 Oct

Apply on the studio's site

About the role

Lead Technical Support

Location:

Vilnius

From 4160 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 4160 EUR/month (gross)

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Why Nordcurrent?

We create world-class games that are loved by millions;

We love to learn new things and strive for continuous self-development;

We are eager to share our knowledge through Level Up Talks and take advantage of our book libraries​;

We are committed to maintaining our environment stress-free to support creativity and quality work;

We take care of our health by maintaining work-life balance and enjoying various discounts on sports activities, medical check-ups, and other wellness perks;

We take advantage of additional health insurance or wellness platform (after a year with us);

We are proud to be a part of the socially responsible company as a part of our company's income is donated to those in need;

We treat ourselves to free drinks and fresh fruits every day, weekly Friday breakfasts, monthly Friday evening get-togethers, and many more fun activities together;

We take time to relax by playing, whether it's football, pool or table tennis, and - for sure - we enjoy video games on all sorts of consoles and platforms;

We meet daily, weekly, and monthly to socialize, have fun and celebrate being together.

Apply for this job

From the studio's careers page (site). Checked 10 Nov.