Gaming Support Specialist

4 weeks ago


Copenhagen, Copenhagen, Denmark Unity Technologies ApS Full time

Are you looking for a challenging and dynamic role in the gaming industry? We have an exciting opportunity for a Developer Support Engineer to join our team

About the Role:

  • We are seeking an experienced technical support professional with expertise in hosting, IaaS, and cloud products and services.
  • The successful candidate will provide timely and effective resolution of customer issues, ensuring excellent service delivery and adherence to contracted SLA's.
  • As part of a global shift-oriented team, you will be working closely with developers, publishers, and internal teams to resolve complex technical problems.
  • You will be responsible for troubleshooting and diagnosing issues, performing root cause analysis, and collaborating with cross-functional teams to deliver solutions.

Key Responsibilities:

  • Ensure 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.

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.).
  • 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.

Salary: The estimated annual salary for this role is $85,000 - $110,000, depending on location and experience. Colombia has a cost of living index of 34.65, which means that your salary will go further than in other locations. However, salaries can vary significantly based on individual circumstances, so we encourage you to research the market to determine a fair and competitive salary range for yourself.

Benefits: As a remote employee, you'll enjoy flexible working arrangements, including working from home or a nearby coffee shop. You'll also have access to a comprehensive benefits package, including health insurance, retirement savings, and paid time off.



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