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HyperHug

Support Agent

AI Summary
HyperHug is hiring a full-time Support Agent for its mobile multiplayer survival shooter, Oxide: Survival Island. The role handles player tickets, complaint reviews, account actions, knowledge-base updates, Discord monitoring, and structured bug reporting to developers. The successful candidate will also help configure support automations and identify recurring player issues. This is a fixed overnight schedule aligned to Cyprus time, from 21:00 to 06:00, including weekends, with Wednesday and Thursday off.
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Remote from
Cyprus
Salary
Undisclosed
Department
Customer Support & Success
Employment
Full Time
Experience
Open level
Published
Apply before
10 Dec 2026
Listing views
17
Application actions
2
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Opportunity details

About this role.

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.

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 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).

  • 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.

Apply now >

This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.

Role DNA

A quick view of the complexity, pace, ownership and collaboration implied by the job description.

Job Complexity

3/5
EasyHard

Pace & Pressure

4/5
RelaxedFast-paced

Autonomy Level

4/5
GuidedFull ownership

Communication Load

5/5
IndependentCollaborative
AI insightThe work requires calm, precise handling of player issues, moderation decisions, and evidence-based escalations during a fixed night shift. It also combines frontline support with documentation, community monitoring, and basic automation work.

Salary analysis

Estimated compensation compared with the broader US market for similar roles.

Estimated job median (per year)Market rate
$52,500
US market range (per year)$42k–$65k
AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer pay amount was disclosed. The yearly figures are estimated USD base-pay benchmarks for a full-time gaming customer-support role with overnight coverage responsibilities; the yearly cadence is inferred from the full-time employment arrangement.

Core skills

Skills and capabilities most closely associated with this opportunity.

Customer supportPlayer supportTicket managementIncident escalationKnowledge base managementDiscord moderationBug reportingQuality assuranceCustomer communicationAccount moderationSupport automationProcess documentationEnglish writingProblem solving
Sample interview questions
How would you handle a player who reports that they lost progress after an update?

I would first acknowledge the frustration and gather the relevant account, device, version, and timing details. I would check known issues and available account evidence, attempt the documented resolution steps, and escalate a structured case to the appropriate team if restoration requires internal action.

What information should a useful bug ticket contain?

A useful ticket includes a clear title, environment and game version, reproducible steps, expected and actual results, frequency, player or account context where appropriate, evidence such as screenshots or logs, and an assessment of player impact.

How do you balance empathy with enforcing account bans or other moderation actions?

I would communicate respectfully, explain the applicable policy at an appropriate level, and document the evidence and decision consistently. Empathy means treating the player fairly and clearly, while enforcement must remain evidence-based and aligned with established rules.

How would you identify an issue that should be treated as an incident rather than an individual ticket?

I would look for repeated reports with similar symptoms, affected versions or platforms, and a pattern of increased ticket volume. I would consolidate the evidence, assess urgency and player impact, notify the relevant stakeholders, and keep support messaging consistent while the issue is investigated.

Describe how you would improve a support knowledge base after a game release.

I would review new ticket themes, Discord reports, release notes, and existing article gaps. I would create or update concise articles with validated steps, accurate terminology, and links to related guidance, then monitor whether the content reduces repeat contacts.

This analysis is generated from the job description. Salary estimates, role characteristics and sample answers are guidance, not employer-provided facts.
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