Tier 2 Support Team Lead

3 Hours ago • 2 Years +

About the job

SummaryBy Outscal

About the job:
Scorewarrior is seeking an experienced Second-Line Support Team Lead to build and manage a technical support team. You will lead a team dedicated to resolving player technical issues, investigating bugs, and improving internal processes. The role involves close collaboration with QA and development teams to ensure efficient problem resolution. Responsibilities include forming and building a team, defining technical skillsets, conducting team member meetings, managing and mentoring the team, analyzing support metrics, reporting team performance, improving internal processes, and maintaining communication with QA and developers.
Must have:
  • 2+ years experience in similar leading role
  • Fluent English
  • Strong communication skills
  • Positive attitude and proactive approach
  • Strong technical background with gaming platform knowledge
  • Experience with troubleshooting and debugging software issues
Good to have:
  • Familiarity with game development tools and processes
  • Understanding of online gaming issues
  • Experience with MySQL, Server/Client logs, Team Viewer, Grafana, YouTrack, Clickhouse
  • Ability to analyze data and identify trends
Perks:
  • Excellent remuneration package, including 13th salary
  • Full-coverage relocation for you and your family to Cyprus (Limassol)
  • Modern and sunny office space close to the sea
  • Private health insurance for you and your family members
  • Monthly school allowance for your children
  • Lunch compensation
  • Personal development opportunities paid for by the company
  • 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

Job description

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.)

Job 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.
View Full Job Description

About The Company

Our company was founded in 2015 in Cyprus with the initial goal of publishing and operating third-party games.


In 2016 we decided that we wanted to work with our own games instead of ready-made products. We were excited by the idea of being a full-cycle game development studio: to launch a game, gain initial traction, and then scale up the game globally and become a leader in the genre.


2017 saw the arrival of our first game, Total Battle. We discovered the game in its very early stages, and we believed in its great potential, so we made it our goal to focus on this single title and become the leader in the 4X strategy genre.


In 2021, we began to transform the company into a full-cycle game development studio, adding game developers, designers, and artists to our already existing publishing team, which consisted of our finance, legal, marketing, community, and support staff. We finished this process in 2022, and we now operate from our two offices in Limassol.

Limassol, Cyprus (On-Site)

Limassol, Cyprus (On-Site)

Limassol, Cyprus (On-Site)

Limassol, Cyprus (On-Site)

Limassol, Cyprus (On-Site)

Limassol, Cyprus (On-Site)

Limassol, Cyprus (On-Site)

Limassol, Cyprus (On-Site)

Limassol, Cyprus (On-Site)

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