Lead Technical Support (AI)

Location: Vilnius, Lithuania

Salary: From €4,160/month gross

Company

hirify.global creates video games for millions of players and supports continuous learning, creativity, and quality work.

What you will do

• Lead and structure the Technical Support team, defining responsibilities, ownership, and accountability.
• Collaborate with QA, development, and product teams to resolve issues and prevent recurrence.
• Design and improve L0/L1/L2 support workflows, escalation paths, and SLAs.
• Convert player feedback, support insights, and incident data into technical, product, and process improvements.
• Automate support operations and implement AI tools and solutions based on LLMs.
• Analyze logs, system behavior, and data flows to debug API-driven client-server systems.

Requirements

• Experience leading a Technical Support team of up to approximately 12 people.
• Hands-on leadership experience with daily operations and issue resolution.
• Experience with Zendesk, Jira, or similar support and issue-tracking platforms.
• Understanding of REST APIs, client-server architecture, and data flows between frontend, backend, and third-party services.
• Ability to design and deploy production-grade LLM solutions, including prompting, RAG architectures, model adaptation, and system integration.
• Advanced written and verbal English and the ability to work from Vilnius, Lithuania.

Nice to have

• Experience in the video games industry or with live, player-facing digital products.
• Familiarity with live operations, ongoing releases, and player support at scale.

Culture & Benefits

• Stress-free environment focused on creativity, quality work, and work-life balance.
• Learning opportunities through Level Up Talks, book libraries, and continuous self-development.
• Health and wellness benefits, including sports and medical check-up discounts and additional health insurance or a wellness platform after one year.
• Free drinks and fresh fruit, weekly breakfasts, monthly get-togethers, and social activities.
• Access to sports and video game activities, including football, pool, table tennis, and gaming consoles.
• Participation in socially responsible initiatives supporting people in need.