Technical Support Specialist
4 weeks ago
Unlock the Power of Gaming with Unity Technologies ApS
As a key member of our 24x7 global support team, you will be the primary point of contact for our customers' technical needs, ensuring their games and players stay online. Your expertise in troubleshooting and resolving complex technical issues will be invaluable in keeping our customers' experiences seamless.
You will thrive in a fast-paced, live operational environment where no two days are the same. You will work closely with internal teams and external partners to drive issues to resolution, leveraging your technical authority to connect with third-party vendors and identify network-related issues.
Key Responsibilities:
- Ensure timely and effective resolution of customer requests and tickets, adhering to contractually committed SLAs
- Collaborate with technical teams to raise and resolve issues, assuming relevant roles within our incident management process
- Work with large game publishers and studios to solve issues, often via video conferencing
- Diagnose and perform root cause analysis on 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 expertise in Linux and Windows server administration, including SSH/remote desktop/networking tracing tools
- Ability to work in shift patterns, including weekends and national holidays
- Self-managed, responsible, and highly productive individual with a strong track record of getting things done right the first time
- Comfortable being part of a regular on-call rotation supporting our customers and internal teams
Location: Remote, Colombia
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