Support Agent

HYPERHUG

Support Agent delivering fast and friendly assistance for HyperHug's multiplayer survival shooter. Managing tickets and community reviews in a remote environment.

Posted 4/20/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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).

Benefits

Comp & perks

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.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportSDKbug reportingautomation workflowsticket categorizationevidence verificationFAQ creationcontent proofreadingincident identificationgame version validation

Soft Skills

clear communicationempathyorganizationdetail-orientedquick learnerindependent workfriendlinessprocess adherenceproblem-solvingfeedback provision