At a Glance
- Tasks: Monitor live services and provide technical support for exciting gaming projects.
- Company: Join Rocket Science Group, a leading co-development game studio.
- Benefits: Enjoy remote work, competitive salary, and professional development opportunities.
- Other info: Flexible working environment with a focus on personal growth and inclusivity.
- Why this job: Be part of a dynamic team ensuring flawless gaming experiences for players worldwide.
- Qualifications: Customer service experience and basic technical skills are essential.
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. 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.
Remote Developer Support Technician - Remote (South Wales) - Night Shift in London employer: Rocket Science Group
Rocket Science Group is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary and comprehensive benefits package, including private medical coverage and generous leave policies. With a strong commitment to fostering a collaborative and inclusive work culture, employees have the opportunity to engage in continuous learning through annual research credits and biannual reviews, all while working remotely from the comfort of South Wales.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Developer Support Technician - Remote (South Wales) - Night Shift in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Rocket Science Group values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Rocket Science Group might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Rocket Science Group!
✨Direct Apply to Rocket Science Group
Let's not forget to apply directly through the Rocket Science Group website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Remote Developer Support Technician - Remote (South Wales) - Night Shift in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Rocket Science Group.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Rocket Science Group. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Rocket Science Group
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
