At a Glance
- Tasks: Monitor live services, manage incidents, and support customer games in a dynamic environment.
- Company: Join Rocket Science Group, a leading co-development game studio with a collaborative culture.
- Benefits: Enjoy remote work, competitive salary, private medical coverage, and professional development opportunities.
- Other info: Flexible remote role with excellent career growth and a commitment to diversity and inclusion.
- Why this job: Be part of a new team making a real impact in the gaming industry while working from home.
- Qualifications: Customer service experience, problem-solving skills, and technical proficiency in server management.
The predicted salary is between 30000 - 35000 £ per year.
Rocket Science Group is a co-development game studio specialising in multiplayer, platform services, publishing technology, and live operations for PC, console, and mobile titles.
We have teams in Europe and North America and work in partnership with the game industry's top creators.
About the Role
We're looking for a Developer Support Technician to join our team as we build out a new team to support a new product offering.
This is a critical role responsible for the day-to-day operations in our Mission Control Centre (MCC), the nerve centre for our Live Operations function.
You will join a new team executing our 24/7/365 Monitoring and Incident Management processes and keeping our customer's games operating flawlessly.
We have recently taken responsibility for Unity's Multiplay game server hosting solution.
Initially, you'll be focused on supporting the migration of existing customers and ensuring their technical solution is performing flawlessly.
This is a Remote role based in South Wales. Please note we have an office in Cardiff City Centre so you will need to be flexible to come in from time to time.
The role will consist of 4 x 10 hour night shifts with 3 days off per week including some weekend working,
Salary: £30,000 - £35,000 + (£3,750 shift allowance) dependant on experience and skills.
What You'll Do
- Operations: Daily operations of the MCC, including monitoring live services, managing incident response, and ensuring optimal performance across all platforms.
- Technical
Support: Be responsible for customer requests and tickets within committed SLA response times, whilst delivering outstanding customer experience with clear and effective interpersonal communication.
- Develop
Processes: Create, refine, and follow policies and procedures for incident management, escalation, and communication to minimise downtime and impact on the player experience.
- Diagnose and troubleshoot issues: Utilise monitoring tools to identify root causes efficiently, perform basic debugging to restore backend services quickly during incidents.
- Player
Operations: Operating our customer's games on their behalf.
This could include chat moderation, restoring in-game items, appeals against player suspensions, player support and more.
What We Value
- Customer First Approach: You will have experience in a customer facing role and put customer experience first in all interactions.
- Problem-Solving: The ability to think clearly and make decisive actions in high-stress situations, with a strong analytical mindset.
- Proactive Mindset: A commitment to proactive monitoring and resolution of issues before they become more serious.
- Technical
Proficiency: Demonstrated capability in essential technical tasks, including (but not limited to) connecting to and diagnosing server faults, performing basic network debugging, and familiarity with scripting for automation and troubleshooting.
You May Also Have
- Experience in video game live operations, with backend systems and game server management.
- Experience working in a NOC or technical support environment, with an understanding of incident response protocols and service level agreements (SLAs)
- Familiarity with data and analytics platforms used for reporting on operational performance.
- Familiarity with help desk/ticketing software (e. g., Zendesk, Pylon, Jira).
- Experience writing technical documentation and runbooks.
What We Can Offer
- Remote Working: This role can be based fully from home and we will provide all equipment you need.
- Competitive Salary and Benefits Package: Your health and wellbeing is important to us, so we offer a variety of benefits including:
- Private Pension via Salary Sacrifice
- Optional Private Medical, Dental, and Vision Coverage
- Enhanced Annual Leave
- Annual Research Credit: We always encourage personal growth, so we provide all of our team members with an annual credit to further enhance your skills!
- Professional
Development: We offer biannual reviews, as well as opportunities to collaborate across disciplines, internal tech talks, and the chance to learn from specialists with backgrounds from across the games and software development industries.
- Family Friendly: We understand the importance of family, which is why we offer 6 weeks full of Maternity, Paternity, and Adoption Leave to support you during this exciting time!
A Friendly Note from the Recruitment Team
Let us do the work for you: Even if your profile isn't an exact match for all of the qualifications listed above, we still want you to apply.
Our team members come from a variety of different industries, not all of which are immediately relevant to game or software development, and we welcome all candidates of similarly varied backgrounds, communities, and identities.
Rocket Science is an equal opportunity employer and is committed to providing a worry-free workplace void of discrimination or harassment.
Rocket Scientists are expected to foster and champion an environment in which everyone has the opportunity to feel included and is afforded the respect and dignity they deserve.
Rocket Science does not accept unsolicited résumés from recruiters, employment agencies, or staffing firms.
#li-remote
StudySmarter Expert Advice🤫
We think this is how you could land Remote Developer Support Technician - Remote (South Wales) - Night Shift in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Grabjobs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Grabjobs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Developer Support Technician - Remote (South Wales) - Night Shift in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Grabjobs:Your cover letter is your chance to shine! Tell us why you want to work at Grabjobs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Grabjobs!
How to prepare for a job interview at Grabjobs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
