Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Monitor live services and manage incident responses in our Mission Control Centre.
- Company: Join Rocket Science Group, a leading co-development game studio.
- Benefits: Enjoy remote work, competitive salary, and professional development opportunities.
- Why this job: Be part of a dynamic team supporting exciting gaming experiences 24/7.
- Qualifications: Customer service experience and technical troubleshooting skills are essential.
- Other info: Flexible remote role with occasional office visits in Cardiff.
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 are 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 (23:00-09:00) 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.
- 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.
Developer Support Technician - Remote (South Wales) - Night Shift in London employer: Rocket Science Group
Contact Detail:
Rocket Science Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Developer Support Technician - Remote (South Wales) - Night Shift in London
✨Tip Number 1
Network like a pro! Reach out to folks in the gaming industry, especially those who work at Rocket Science Group. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Show off your skills! If you've got experience with game server management or technical support, make sure to highlight that in conversations. Share examples of how you've solved problems in high-stress situations.
✨Tip Number 3
Be proactive! Research the company’s products and services, especially Unity's Multiplay. When you get the chance to chat with someone from the team, drop some knowledge about their offerings to show you're genuinely interested.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team. Don’t hesitate, get your application in today!
We think you need these skills to ace Developer Support Technician - Remote (South Wales) - Night Shift in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience and skills for the Developer Support Technician role. We want to see how your background aligns with our needs, so don’t be shy about showcasing your technical prowess and customer service experience!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in high-pressure situations. We love candidates who can think on their feet, so share any experiences that demonstrate your analytical mindset and proactive approach to problem-solving.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon unless it's relevant. We appreciate a well-structured application that makes it easy for us to see your qualifications at a glance!
Apply Through Our Website: We encourage you to submit your application directly through our website. This way, we can ensure your application is reviewed promptly and you’ll be one step closer to joining our awesome team at Rocket Science Group!
How to prepare for a job interview at Rocket Science Group
✨Know Your Tech
Make sure you brush up on your technical skills relevant to the role. Familiarise yourself with server management, basic network debugging, and any scripting languages that might come in handy. Being able to discuss these topics confidently will show that you're ready for the challenges of the Developer Support Technician position.
✨Customer First Mindset
Since this role is all about supporting customers, think of examples from your past experiences where you put the customer first. Prepare to share how you handled difficult situations or resolved issues effectively. This will demonstrate your commitment to delivering outstanding customer experiences.
✨Incident Management Know-How
Get familiar with incident response protocols and service level agreements (SLAs). Be ready to discuss how you would handle high-stress situations and what processes you would implement to minimise downtime. Showing that you understand the importance of these elements will set you apart.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company’s operations, team dynamics, or the specific challenges they face in live operations. This not only shows your interest in the role but also gives you a chance to assess if the company culture aligns with your values.