Lead Technical Support Specialist

Technical support specialist for gaming projects, handling user requests, reproducing bugs, analyzing logs, and coordinating with development teams. Office/hybrid in Moscow. Full-time via self-employment.

Work with user requests for our games and help solve technical and gameplay issues. Investigate complex and non-standard requests requiring additional research. Reproduce errors and collect necessary information to determine the cause. Analyze logs, user data, and other available technical information. Distinguish user errors from real product problems. Create bugs and tasks for the development team, describing the issue and conditions. Interact with developers, testers, producers, and other team members on complex requests. Track the status of reported problems and return to the user with results. Monitor recurring requests and promptly inform the team about mass or potentially critical issues.

Experience in technical user support from 3 years, preferably in gaming or IT products. Ability to independently investigate problems, not just follow instructions. Good technical thinking and understanding of client-server application logic. Experience with logs, bug trackers, and user request processing systems. Ability to describe a technical problem so the team can take it into work. Competent written Russian. English sufficient for written communication with users. Independence, attentiveness, and responsibility for results. Nice to have: Experience in technical support of mobile or PC games. Understanding of free-to-play projects and readiness for 18+ projects. Experience with analytics systems and internal admin panels. Basic SQL understanding. Experience with App Store, Google Play, Steam, and other gaming platforms.

Work with active gaming projects and a large user audience. Direct interaction with development teams and influence on product quality. Team of experienced specialists and minimal bureaucracy. Full-time and fixed rate. Office or hybrid format in our Moscow office. Cooperation via self-employment.