Support Specialist jobs at Moonactive in Israel, Tel Aviv-yafo

• Managing game escalations, including business and technical aspects
• Performing in-depth troubleshooting including analytics events, reading and analyze game logs
• Researching, diagnosing, troubleshooting and identifying solutions to resolve players issues
• Leading game campaigns and technical maintenance events end 2 end
• Managing game releases, including rollouts on Apple/Android platforms, tracking rollout KPIs, crash rates and ANRs
• Providing solutions for complex issues that were escalated by other support levels
• Collaborating with the Business, Operation, Support and R&D teams

• 2+ experience in Tier 2, Technical Support, Production Engineer or similar role
• Proven experience with SQL and data analysis
• Experience with system log analysis (Kibana/Coralogix)
• Experience with observability systems, monitoring and alerting (NewRelic, Datadog etc..)
• Experience working with REST APIs and WebSocket (Postman / hoppscotch)
• Ability to understand flows and provide creative troubleshooting solutions
• Multi-tasker, self-learner, highly motivated and a team player
• Strong capabilities building organized processes and structured formal documentation.
• Excellent verbal communication skills in Hebrew, English and Russian

• Act as the primary contact for IT-related inquiries and resolve technical support requests through in-person interactions, email, and ticketing systems.
• Diagnose and resolve complex hardware, software, multimedia, network, and security issues with advanced troubleshooting.
• Fully support, configure, maintain, and optimize end-user equipment and IT infrastructure, including systems and networks.
• Oversee IT aspects of employee onboarding/offboarding, utilize automation to streamline processes, and manage devices across sites using MDM for synchronization and security.
• Identify urgent technical issues, escalate as necessary, and collaborate with technical teams to ensure effective IT operations.
• Provide clear guidance, training, and support, acting as an internal tech consultant to enhance user experience.
• Implement and maintain IT best practices by evaluating and adopting new technologies to enhance process improvements and IT capabilities.

• At least 2 years of experience in Help Desk or IT Support roles.
• Strong customer-service orientation with exceptional user support skills.
• Excellent communication skills to interact effectively across all organizational levels.
• Proficiency in resolving IT issues for macOS and Windows operating systems, alongside strong familiarity with IT equipment and peripherals.
• Experience with IT management environments such as Jamf, Microsoft Azure, Active Directory, Okta, Microsoft Office 365, and Google Workspace.
• Solid understanding of networking components and infrastructure (LAN/WAN, TCP/IP, DHCP, DNS).
• Strong knowledge of information security principles and best practices.
• A proactive mindset with curiosity and eagerness to learn and integrate new technologies.
• Fluent in Hebrew and English.

You will be instrumental in advancing our art creation processes by harnessing the capabilities of artificial intelligence. You will focus on developing, training, and implementing AI models and tools to enhance visual development for our games and marketing efforts.

• Train, fine-tune, and implement cutting-edge generative AI models tailored for artistic applications, exploring various techniques and datasets for image, video, and 3D asset creation.
• Design, develop, and optimize user-friendly tools integrating AI models (e.g., for image/video generation/analysis, content creation) to empower artists and designers. Integrate AI APIs into existing production pipelines.
• Work closely with art, design, and development teams to integrate AI-generated assets and tools into game development workflows, marketing materials, and other creative projects.
• Stay up-to-date with the latest advancements in AI technology and techniques relevant to art creation, championing exploration and implementation to push creative boundaries.

• Proven experience training and developing generative AI models for visual applications (image, video, animation), with hands-on experience using relevant frameworks and platforms (e.g., ChatGPT, Gemini, Stable Diffusion, Midjourney, Runway, Comfy UI, Eleven Labs, Flux, Luma Dream Machine).
• Proven programming skills in Python and familiarity with core AI/ML libraries (such as TensorFlow, PyTorch, Keras) and development environments (like GitHub).
• Demonstrable experience integrating AI models and APIs into existing pipelines and tools.
• A strong visual sense, understanding of art fundamentals (composition, color theory, form), and an appreciation for artistic quality.
• Excellent ability to communicate technical concepts clearly and collaborate effectively within cross-functional teams.
• Genuine excitement about the intersection of AI and art, with a drive to explore new creative possibilities.

• Assist in IP protection and submitting IP takedowns
• Use of automated tools for online brand protection

• A student with a minimum of two years remaining of Law studies
• Native, mother-tongue English
• Strong interpersonal and communication skills, with the ability to establish relationships across the organization
• Strong change and project management skills, including the ability to manage time well, prioritize effectively and handle multiple deadlines
• Ability to undertake large, long-term projects, develop alternative methods to complete them, and implement solutions
• Strong work ethic and enthusiasm
• Ability to handle confidential and sensitive information with appropriate discretion

• Managing game escalations, including business and technical aspects
• Performing in-depth troubleshooting including analytics events, reading and analyze game logs
• Researching, diagnosing, troubleshooting and identifying solutions to resolve players issues
• Leading game campaigns and technical maintenance events end 2 end
• Managing game releases, including rollouts on Apple/Android platforms, tracking rollout KPIs, crash rates and ANRs
• Providing solutions for complex issues that were escalated by other support levels
• Collaborating with the Business, Operation, Support and R&D teams

• 2+ experience in Tier 2, Technical Support, Production Engineer or similar role
• Proven experience with SQL and data analysis
• Experience with system log analysis (Kibana/Coralogix)
• Experience with observability systems, monitoring and alerting (NewRelic, Datadog etc..)
• Experience working with REST APIs and WebSocket (Postman / hoppscotch)
• Ability to understand flows and provide creative troubleshooting solutions
• Multi-tasker, self-learner, highly motivated and a team player
• Strong capabilities building organized processes and structured formal documentation.
• English - excellent written and verbal communication skill

• Develop and deliver comprehensive training programs for new and existing customer support team members. Ensure training materials are accurate, engaging, and aligned with company processes, tools, and products.
• Plan and conduct training sessions, workshops, and refreshers to continually enhance the technical knowledge and skills of the customer support team.
• Monitor the onboarding process by ensuring new hires are up-to-date with procedures and customer service standards.
• Create engaging and interactive online training materials to improve learning outcomes.
• Assess training effectiveness & needs through evaluations, feedback, analysis of performance metrics & report on training outcomes and team performance to leadership .
• Build specific training plans to address weak areas of knowledge, technical skills, soft skills, and productivity.
• Work directly with our vendors and internal support team to ensure consistent and high-standard training processes.

• 2+ years experience as a trainer, with a strong background in designing and delivering training programs for remote teams
• Demonstrated analytical skills with ability to leverage data for training assessment
• Excellent communication and presentation skills
• Proven ability to create engaging training materials for online delivery
• Strong organizational skills and attention to detail
• Proactive problem-solving approach
• Ability to thrive in a fast-paced, dynamic environment
• High level of English proficiency (written and verbal)

• Provide professional and efficient customer support while serving as a point of contact for our players and ensuring high customer satisfaction.
• Collaborate closely with various teams within the company to optimize the player experience.
• Act as a point of contact for escalations and provide updates on escalated cases to internal stakeholders.
• Analyze and review internal workflows to identify areas for improvement and implement process optimizations.
• Identify trends and patterns in customer inquiries and issues to proactively address them.

• 2+ years of experience in customer support, with a significant portion specifically dedicated to handling escalations and complex customer issues.
• Fluent English and Hebrew speaker (verbal and written).
• Highly customer-focused approach with a passion for customer advocacy.
• Highly detail- and data - oriented with strong organizational and multitasking abilities.
• Problem-solving skills, with the ability to identify root causes and implement effective solutions.

Advantages:

• Experience in the gaming industry.
• Experience using Zendesk, including Explore, or other CRM systems.