Lead Technical Support

About the Position

We are seeking a Lead Technical Support professional to lead our team in Vilnius, focusing on enhancing support operations through AI and process improvements.

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.

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.

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;

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.

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