Lead Technical Support (AI)

TL;DR

Lead Technical Support (AI): Leading and structuring a technical support team, focusing on efficient issue resolution and prevention, and proactive system/process improvement. Focus on owning and deploying AI solutions based on LLM to enhance support operations and ensure accountability.

Location: Onsite in Vilnius, Lithuania

Salary: From 3920 EUR/month (gross)

Company

hirify.global is a company that creates world-class games loved by millions.

What you will do

• Lead the Technical Support team, defining responsibilities and ensuring accountability.
• Collaborate closely with QA, development, and product teams to efficiently resolve issues.
• Proactively identify, propose, and implement system, process, and workflow improvements, including automation.
• 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).
• 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.
• Advanced written and verbal English language skills (C1).

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.

Culture & Benefits

• Opportunities for continuous learning and self-development (Level Up Talks, book libraries).
• Stress-free environment promoting creativity and quality work.
• Strong focus on work-life balance, including discounts for sports, medical check-ups, and wellness, plus additional health insurance.
• Socially responsible company that donates a portion of its income to charity.
• Regular social events: free drinks, fresh fruits, weekly Friday breakfasts, and monthly get-to-gethers.
• Recreational activities available, including football, pool, table tennis, and video games.