Technical Support Specialist for Cloud and Gaming Services
2 months ago
We are seeking a highly skilled Technical Support Specialist to join our global team. As a key member of our 24x7 support team, you will provide technical support to ensure our customers' games and their players stay online.
Core Responsibilities
- 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.
Requirements
- 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.
Nice to 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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