Tier 2 Support Team Lead

Scorewarrior is a game developer and publisher from Limassol, Cyprus. The company is focused on the 4X strategy genre and ambitiously aims to grow our hit game Total Battle to become the world's No.1 strategy game. At the heart of our Player Care department, our mission is to excite and engage every player with exceptional customer care, ensuring they feel valued and supported throughout their journey with us.

We are looking for an experienced Second-Line Support Team Lead to build and manage a technical support team from the ground up. You will lead a team dedicated to helping players with technical issues, investigating bugs, and improving internal processes. This role also involves collaborating closely with QA and development teams to ensure smooth and efficient problem resolution.

If you're ready to take ownership and drive change, this is the perfect role for you.

Your Responsibilities:

• Form, build and lead your own in-house team of specialists
• Define the team’s necessary set of technical skills and ensure their development
• 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.
• Work on improving processes within the team to make daily work more efficient and provide better support
• 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
• Handle complex player technical issues and tier 1 issue escalations
• Investigate and attempt to reproduce bugs
• Escalate unresolved bugs to the development team for fixes
• Create and maintain internal and external documentation (FAQs, troubleshooting guides, etc.)

Requirements

• 2+ 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

What we offer:

• The best team in the world!
• An excellent remuneration package, including a 13th salary.
• Full-coverage relocation for you and your family to Cyprus (Limassol).
• A modern and sunny office space close to the sea.
• Private health insurance for you and your family members.
• A monthly school allowance for your children at pre-school and school-age.
• Lunch compensation.
• Personal development opportunities paid for by the company: professional and language courses, books, etc.
• Bonuses for outstanding results, years worked, getting married, and the birth of a child.
• Friendly monthly office parties and epic, annual offsite company birthday and Christmas parties.