Support Agent

HyperHug is an international game development studio specializing in the shooter genre. Our main office is based in Cyprus, but our talented team works remotely from around the world. We’re developing Oxide: Survival Island, an immersive multiplayer survival shooter for mobile platforms, and we’re always looking for motivated individuals who want to grow with us, contribute their creativity, and help shape the future of our games.

Role Overview
We’re looking for a Support Agent to help us deliver fast, friendly, and accurate assistance to our players. You’ll manage incoming tickets, maintain and improve our knowledge base, set up basic automations or bots when needed, and handle Russian/English-language reviews via Appfollow.

Responsibilities

• Respond to player inquiries in SDK with clarity and empathy.

• Correctly categorize, tag, investigate, and escalate tickets when needed.

• Review complaints, verify evidence, and apply account actions (including bans) when appropriate.

• Perform required actions in internal tools/systems to resolve player cases.

• Update and create FAQ/KB articles, proofread content for new releases.

• Monitor our Discord community for bug reports and player issues.

• Validate community bug reports and prepare structured bug tickets for the development team.

• Support and create SDK automations (adjust rules, report errors).

• Handle Russian/English reviews via Appfollow: respond, categorize, escalate key issues.

• Monitor recurring problems, identify incidents, and provide structured feedback.

• Assist in preparing for new game versions by validating player-reported issues, and preparing clear bug reports for the development team.

Requirements

• Experience in customer support (gaming/mobile preferred).

• Strong written English and clear, friendly communication.

• Fluent Russian - internal communication and documentation.

• Familiarity with SDK, willingness to learn automation workflows.

• Experience with Appfollow or similar platforms is a plus.

• Ability to follow processes, use internal tools, and document actions.

• Organized, detail-oriented, quick learner, able to work independently.

• Able to work Saturday–Wednesday, from 03:00 AM to 11:00 AM (UTC+3).

What We Offer:

• Competitive salary and remote work format.

• Working schedule: Saturday–Wednesday, 03:00 AM – 11:00 AM (UTC+3).

• The chance to shape and influence an ambitious multiplayer survival shooter for mobile platforms.

• A strong, supportive team passionate about creating great games.

• A flexible work environment.

• Opportunities for professional growth.

• A culture that values creativity, initiative, and collaboration.