Developer Support Technician - Remote (South Wales) - Night Shift in Cardiff

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.
• 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.