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Technical Support Specialist
1 month ago
About the Role
We are seeking a highly skilled and experienced Developer Support Engineer to join our outstanding 24x7 global support team. As a key member of our team, you will provide technical support to ensure our customers' games and their players stay online.
Key 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
What We're Looking For
- 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
