Technical Support Specialist

2 weeks ago


Copenhagen, Copenhagen, Denmark Unity Technologies ApS Full time

About the Opportunity

We are seeking a skilled Developer Support Engineer to join our outstanding 24x7 global support team. As a key member of this team, you will provide technical support to ensure our customers' games and their players stay online.

Your primary responsibility will be to respond swiftly but articulately to customer requests, solving complicated technical issues on their behalf. You will also work closely with other members of the team to resolve particularly difficult issues.

This role requires someone who thrives in a live operational environment where the pace is never slow. You will constantly work on hard problems that span multiple teams, translating customer challenges into solvable problems and driving them to resolution.

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


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