Remote Support Agent - Gaming Studio Night Shift — Columbus
Traveler-Friendly Insight
Schedule Reality Check: This role carries a fixed night shift: 21:00–06:00 Cyprus time (UTC+2/UTC+3) on a 5-day schedule with Wednesday and Thursday off. This is non-negotiable and not async — you must be online and responsive during those exact hours every working day.
Timezone Impact for Nomads: Cyprus time translates to very different local hours depending on where you are:
- Southeast Asia (Bangkok, UTC+7): You'd work 02:00–11:00 local — manageable but disrupts mornings.
- LATAM (Medellín, UTC-5): You'd work 14:00–23:00 local — actually quite convenient for afternoon/evening workers.
- Western Europe (Lisbon, UTC+1): You'd work 19:00–04:00 local — late nights every day.
Best Nomad Fit: LATAM destinations like Medellín or Mexico City offer the most lifestyle-compatible schedule alignment. Eastern Europe (UTC+2/UTC+3) would require working through the night locally, defeating the purpose.
Remote Eligibility: HyperHug explicitly offers remote work for candidates based abroad, meaning no visa sponsorship to Cyprus is required. A tourist visa or digital nomad visa in your chosen country is sufficient as long as you can maintain the fixed schedule reliably.
No specific equipment stipend or coworking allowance is mentioned — budget accordingly.
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, and 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.
Frequently Asked Questions
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