Support Agent

TL;DR

Support Agent (Gaming/SDK): Manage player support tickets and community bug reports for a multiplayer survival shooter, with an accent on accurate ticket triage, evidence verification, and structured escalation to the development team. Focus on maintaining and improving the knowledge base/FAQ, supporting SDK automations, and handling Russian/English reviews via Appfollow.

Location: Remote

Company

hirify.global is an international game development studio specializing in the shooter genre.

What you will do

• Respond to player inquiries and manage incoming tickets with clear, empathetic communication.
• Categorize, tag, investigate, and escalate tickets; apply account actions (including bans) when appropriate.
• Maintain and improve the knowledge base by updating/creating FAQ/KB articles and proofreading content for new releases.
• Monitor Discord for bug reports and validate them by preparing structured bug tickets for the development team.
• Support SDK automations (adjust rules, report errors) and monitor recurring problems/incidents with structured feedback.
• Handle Russian/English reviews via Appfollow: respond, categorize, and escalate key issues.

Requirements

• Experience in customer support (gaming/mobile preferred).
• Strong written English and clear, friendly communication.
• Fluent Russian for internal communication and documentation.
• Familiarity with SDK and willingness to learn automation workflows.
• Ability to follow processes, use internal tools, and document actions.
• Able to work a fixed 5-day schedule that includes weekends with shifts in Cyprus time (UTC+3 summer / UTC+2 winter): 01:00–10:00, 15:00–00:00, 16:00–01:00, or 21:00–06:00.

Nice to have

• Experience with Appfollow or similar platforms.

Culture & Benefits

• Remote work format.
• Fixed shifts (not rotating) agreed in advance.
• Supportive team focused on creating great games.
• Flexible work environment and opportunities for professional growth.
• Culture that values creativity, initiative, and collaboration.

Hiring process

• Agreement on the exact shift and working days in advance.