Unity Developer Support Engineer Cloud Services 

United States, Connecticut, New Haven 

928478055

The opportunity As a Developer Support Engineer (DSE), you will be working closely with and supporting some of the biggest names in gaming today. You will also be a part of both the local and distributed team of DSEs covering all timezones across a 24/7 remit, being the first point of contact for our user’s technical needs. You will play a key part in keeping some of the most prestigious games operational at all times and need to be adept at responding swiftly but articulately to our customer requests, as well as solving challenging technical issues on their behalf or escalating to other senior technical teams when required.

You’ll love and thrive in an expeditious live operational environment where the pace is never slow, actively observing, supervising and taking action on multiple conflicting priorities simultaneously. Your keen attention to detail and forward thinking approaches to troubleshooting will drive your and our end user’s success.

What you'll be doing

• Be responsible for customer requests and tickets within committed SLA response times, whilst delivering outstanding customer experience with clear and effective interpersonal communication
• Ensure detailed understanding and troubleshooting of user’s needs across our variety of Unity Games Services products
• Proactive support and supervising of key metrics and alerts from our products
• Be comfortable escalating issues to relevant senior internal cross-functional technical teams when needed, support users and internal teams by assuming relevant roles within a defined incident management process
• Build relationships with third party vendors to check, maintain or replace hardware as well as identify and fix network related issues

What we're looking for

• Customer-facing technical support capacity with hosting/IaaS/cloud products and services
• Proven record of experience with Linux and Windows server administration (including SSH/remote desktop/networking tracing tools etc.)
• High proficiency in spoken and written English
• Comfortable with working hours that include shift patterns of work (5 days on, 2 days off); weekend shifts and working national holidays are included as normal working hours in this role
• Knowledge of critical issue policies and how to utilize them efficiently, especially in a live operations setting

You might also have

• Worked as part of a global shift-orientated team
• Experience in writing technical documentation
• Video game obsessed - you know your latest Call of Duty from your Fall Guys!
• Experience working in the gaming industry, ideally backend systems for online games
• Previous experience with Unity engine

Additional information

• Relocation support is not available for this position.
• Work visa/immigration sponsorship is not available for this position

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.