Developer Support Engineer
4 months ago
The opportunity
As a Developer Support Engineer, you are a key part of an outstanding 24x7 global support team that provides technical support to ensure our customers' games and their players stay online.
As the main point of contact in keeping some of the most prestigious games operational at all times, you’ll be adept at responding swiftly but articulately to customer requests, solving complicated technical issues on their behalf. Taking care of customer challenges is normal for you, working to help other members of the team with particularly difficult issues.
You’ll live and thrive in a live operational environment where the pace is never slow. You'll constantly work on hard problems that span multiple teams. You are adept at taking a hard customer challenge and translating that into a problem that needs to be solved, driving the issue to a resolution for your customer.
If this sounds exciting to you, and you’re a technical authority with your fingers on the pulse o the latest innovative Hosting, gaming and cloud tech, we want to hear from you
What you'll be doing
- Ensure a detailed understanding and troubleshooting of users’ needs, responding to customer requests and tickets within contractually committed SLA
- Be comfortable raising issues to relevant technical teams where vital, as well as supporting users and internal teams by assuming relevant roles within a defined incident management process
- Able to connect with third-party vendors to check, maintain or replace hardware as well as help to identify and fix network-related issues
- Work with large game publishers and studios in a one-on-one setting solving issues, often via video conferencing
- Respond to sophisticated tickets, diagnosing and performing root cause analysis on both incidents and customer-raised problems
What we're looking for
- Experience with hosting/IaaS/cloud products and services in a customer-facing technical support capacity
- Deep experience with Linux and Windows server administration (including SSH/remote desktop/networking tracing tools etc.)
- Be comfortable working in shift patterns of work (5 days on, 2 days off); weekend shifts, and working national holidays as part of this role
- A self-managed, responsible, and highly productive individual - known by others for getting things done right the first time
- Comfortable being part of a regular on-call rotation supporting our customers and internal teams
You might also have
- A keen curiosity about programming or tinkering with your own code-based projects
- Experience working as part of a global shift-orientated team with handovers of information
- Experience working in the gaming industry, ideally backend systems for online games or Unity
Location:
Remote, Colombia
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