Tier 2 Support Team Lead

Scorewarrior is a game developer and publisher from Limassol, Cyprus. The company is focused on the 4X strategy genre with an ambitious goal to grow it’s hit game Total Battle to become the No.1 strategy game in the world. Our team consists of 150+ passionate, talented, self-demanding, and constantly developing professionals who love making high-quality games.

Our mission: to unite and excite people all over the world

Над чим працювати?

• Назва проекту(ів): Total Battle
• На якій стадії проект(и)? LiveOps
• Жанр: СтратегіЇ, MMO
• Платформи: PC, Mobile, Browser, iOS, Android

Розмір і структура команди?

150+

На які завдання (обов'язки)?

• Form, build and lead your own in-house team of specialists

• Conduct regular 1:1 meetings to understand team members' goals and interests

• Manage, mentor, and coach team members to improve their skills and knowledge

• Analyze support metrics to identify areas for improvement

• Report team performance, key issues, and escalations to upper management

• Participate in testing updates and releases, identifying potential issues

• Work on improving processes within the team to make daily work more efficient and provide better support

• Create and maintain technical guidelines, FAQs, and documentation

• Maintain communication with QA and developers to facilitate issue resolution

Your Team's Responsibilities:

• Assist the first-line support team in resolving issues and tasks

• Investigate and analyze logs, browser consoles, and recurring problems.

• Investigate and attempt to reproduce bugs

• Escalate unresolved bugs to the development team for fixes

• Automate repetitive tasks and improve workflows.

• Create and maintain external documentation (FAQs, troubleshooting guides, etc.)

Якого професіонала шукаємо?

• 3+ years of experience in a similar leading role (technical support or customer service)

• Fluent English (Must be sufficient for daily communication)

• Strong communication skills (written and verbal) and a positive attitude and proactive approach to challenges

• Strong technical background with knowledge of gaming platforms (PC, mobile, consoles)

• Experience troubleshooting and debugging software-related issues

• Familiarity with game development tools and processes

• Understanding of common online gaming issues

• Relevant technical skills, including working with MySQL, Server/Client logs (Lucene)

• Experience with support tools such as Team Viewer, Grafana, YouTrack, Clickhouse will be a plus

• Ability to analyze data, identify trends, and improve team performance

Які умови і бонуси?

• Assistance with documents for the employee, their family and pets;

• Purchasing tickets to Cyprus;

• Work visa for an employee for 3 years with further extension and partner visa for a spouse/husband/partner;

• Medical insurance from the British company BUPA Insurance. The insurance is provided the employee and their family + the company compensates Eur 80 /year for vision checkup and up to Eur 500 /year for dentistry + the company organizes an annual health check up for all employees;

• Permanent compensation for nannies and kindergartens in the amount of up to 400 Euro per 1 child/month, as well as for schools and universities - up to 600 Euro per 1 child/month;

• The first month of living in Cyprus in our corporate apartments and assistance with finding permanent housing (we know what to pay attention to and what to ask landlords), the company pays 1 rent and 1 deposit at the start + assistance from a legal point of view;

• Permanent compensation for meals/dishes and more through Wolt delivery in the amount of almost 350 euros every month+ regular breakfasts in the office;

• After the probationary period (6 months), a one-time bonus of 3,000 Euro is paid for transportation costs. (If you have a driver's license, then help with finding and checking transport, if not, then there is an opportunity to pass the driving test after six months of living in Cyprus - there are proven instructors, we help with everything, the company pays for 20 lessons and 1 exam);

• 13th salary;

• *Bonuses based on performance (the better you perform, the faster leads respond to it and try to connect additional incentives - we work on the OKR system);

• Courses, advanced training at the company's expense + English and Greek courses in the office for employees and English courses for partners, including up to 8 classes on Preply platform with native speakers;

• Monthly corporate parties, as well as summer, winter and in honor of the company's birthday (which takes place on the first weekend of November) off-site corporate parties with various activities + Halloween + conferences from DevGamm 2 times a year with foreign speakers and interesting topics;

• Referral program with the opportunity to receive a bonus (1000 Euro for a successful recommendation);

• Wedding bonus - 1 salary, Baby birth bonus - 2 salaries.