About the Position

We are seeking a Lead Technical Support professional to join our team in Vilnius. The role focuses on enhancing support operations through AI and automation.

Responsibilities

Lead the Technical Support team: structure teamwork, clearly define responsibilities, and ensure ownership and accountability;
Collaborate closely with QA, development, and product teams to resolve issues efficiently and prevent recurrence;
Proactively identify, propose, and implement system, process, and workflow improvements, including automation initiatives;
Take ownership of AI solutions and tools that enhance and automate support operations.

Requirements

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.

Nice 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.

We Offer

Salary: From 4160 EUR/month (gross)
Location: Vilnius, Lithuania
Employment Type: Full-time

About the Company

At Nordcurrent, we create world-class games that are loved by millions. We are committed to continuous self-development and share our knowledge through Level Up Talks and book libraries. We maintain a stress-free environment to support creativity and quality work. We take care of our health by offering various discounts on sports activities, medical check-ups, and wellness perks. We are proud to be a socially responsible company, donating part of our income to those in need. We offer free drinks and fresh fruits every day, weekly Friday breakfasts, monthly Friday evening get-togethers, and many more fun activities together. We also provide opportunities for relaxation through sports and gaming.

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Lead Technical Support

Job description