Lead Technical Support

Навыки

• API (интеграции)
• Отладка и поиск ошибок
• Jira
• Лидерство
• LLM
• Ответственность за результат
• RAG

Задачи

• 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
• 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
• 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)
• 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

Требования

• Proven experience leading a Technical Support team (up to ~12 people)
• Understanding of REST APIs and experience working with API-driven systems

Паспорт вакансии

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