Support Agent

HyperHug; United States; Hybrid; USD 31,000 - 44,000; Full time

Benefits offered by this job

Competitive salary

Office in Cyprus or remote work

Fixed night shifts

Opportunities for growth

Supportive team

Flexible work environment

Creative collaboration

Job summary

HyperHug, an international game development studio, is seeking a Support Agent to deliver fast, friendly help to players, manage tickets, and improve our knowledge base.

You’ll work 21:00–06:00 Cyprus time on a fixed 5-day schedule (Wed and Thu off), with the option to work from our office in Cyprus or remotely if abroad. Strong English communication is required; Russian is a plus, and prior gaming/mobile support is preferred.

Qualifications

• Experience in customer support (gaming/mobile preferred).
• Strong written English and clear, friendly communication.
• Fluent Russian is a plus.
• 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 21:00–06:00 Cyprus time (UTC+3 in summer / UTC+2 in winter) on a fixed 5-day schedule, including weekends (Wed and Thu off).
• Shifts are fixed, not rotating.

Responsibilities

• Respond to player inquiries in SDK with clarity and empathy.
• Categorize, tag, investigate, and elevate tickets when needed.
• Review complaints, verify evidence, and apply account actions (including bans).
• Perform required actions in internal tools/systems to resolve cases.
• Update and create FAQ/KB articles, proofread content for new releases.
• Monitor Discord community for bug reports and player issues.
• Validate community bug reports and prepare structured bug tickets for the dev team.
• Support and create SDK automations (adjust rules, report errors).
• Monitor recurring problems, identify incidents, and provide structured feedback.
• Prepare clear bug reports for the development team ahead of new game versions.

Skills

Customer support

Gaming experience

English communication

Russian language

SDK familiarity

Automation workflows

Documentation

Independent worker

Tools

SDK

AppFollow

Internal tools

Job description

the company 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.

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.

What You’ll Be Doing:

• Respond to player inquiries in SDK with clarity and empathy.
• Correctly categorize, tag, investigate, and elevate 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).
• 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.

What We Expect From You:

• Experience in customer support (gaming/mobile preferred).
• Strong written English and clear, friendly communication.
• Fluent Russian is a plus.
• 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 21:00–06:00 Cyprus time (UTC+3 in summer / UTC+2 in winter) on a fixed 5-day schedule, including weekends (Wed and Thu off).
• Shifts are fixed, not rotating.

What We Offer:

• Competitive salary.
• Work arrangement: from our office in Cyprus or remotely if you are based abroad.
• Working schedule: 21:00–06:00 Cyprus time (UTC+3 in summer / UTC+2 in winter) on a fixed 5-day schedule, including weekends (Wed and Thu off).
• Shifts are fixed, not rotating.
• 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.