About the role
Hydra Labs builds tools used by thousands of FiveM and Discord communities, including FiveRoster, Phantom, Guildbase, FiveBrowse, FiveStatus, Phalanx and FiveStaff. With tens of thousands of daily users, our support team is how most customers experience Hydra Labs when something goes wrong or they need a hand.
As an Application Support Specialist, you'll choose the apps you know best and become a trusted expert in them. You'll own tickets from start to finish: diagnosing problems, explaining features and getting people back up and running. This isn't a role for passing everything up the chain. We're looking for people who dig in, find answers and only escalate when they really need to.
What you'll do
Pick up and resolve support tickets for your specialist apps
Troubleshoot setup issues, permissions, integrations and configuration problems
Explain features clearly to server owners of all experience levels
Investigate before escalating, and give the dev team clear, detailed reports when you do
Keep support inside tickets, professional and patient, even when customers are frustrated
Spot recurring issues and share feedback that helps improve our products and docs
Keep your knowledge current as apps are updated
What we're looking for
18 or over
Hands-on experience with at least one Hydra Labs app, ideally as a server owner or staff member using it
A problem-solver who enjoys working things out independently
Clear, friendly written communication
Patience with people who are stressed, confused or new to this
Trustworthy handling of customer and server data
Reliable availability, with a few hours a week you can genuinely commit
Previous support or staff experience is a plus
What you'll get
Deep, behind-the-scenes knowledge of products used by thousands of communities
Real customer support and troubleshooting experience
A direct influence on product improvements through your feedback
A place in the Hydra Labs team, working alongside people who care about the products
Good to know
This is a volunteer, unpaid role. Specialists may have access to customer and server data, which must be kept strictly confidential. All staff follow the Hydra Labs Staff Code of Conduct, and support access is privileged and can be removed at any time.
How to apply
Apply through our Application Support Specialist application on Guildbase, where you'll choose the apps you'd like to specialise in. Shortlisted applicants may be invited to a short voice call before a final decision.