At Keywords Studios, we turn our passion for games, technology, and interactive storytelling into world-class support for the creators who shape the industry. Since 1998, we’ve grown into a global network of 70+ studios, partnering with the biggest names in gaming across every stage of development — from early concept to launch and live operations.
Our goal is simple: to be the go-to global platform for technical and creative services in the video games industry. We help teams stay agile, scale quickly, and focus on building unforgettable player experiences. With deep expertise across our industry-leading service lines and a worldwide team of specialists, we work side by side with our clients as their trusted partner, providing the talent, technology, and reach needed to bring great games to life.
If you’re passionate about driving customer success and delivering measurable impact, we’d love to hear from you. Join us and help our partners unlock the full value of their player engagement strategies!
Role overview
We’re looking for Remote Support Specialists to monitor the performance and system health of robotic arms deployed at client sites, identify anomalies or issues, investigate problems, and apply known solutions where possible. You’ll also document and escalate unresolved issues, communicate with internal teams and occasionally with clients on-site, and help maintain continuity across shifts through clear updates and documentation. This fully remote role combines technical observation with clear communication, helping ensure issues are spotted and addressed quickly.
Key responsibilities:
Monitoring & Support
- Actively monitor robot performance and system health through internal dashboards and monitoring tools.
- Detect anomalies, errors, or performance concerns through observation or automated alerts.
- Investigate issues, apply known solutions, and attempt resolution where possible.
- Document and escalate unresolved issues based on established workflows.
- Stay in sync with teammates across shifts by sharing timely updates and status changes in Slack.
- Work with internal escalation teams when issues require further investigation or support.
- Communicate clearly about what is happening and what needs to be done.
- Take occasional calls from the clients owning and operating the robots on-site.
- Accurately document incidents, including symptoms, actions taken, and resolution outcomes.
- Maintain continuity across shifts through effective written updates and documentation.
- Evaluate and escalate external questions or concerns related to robot behavior or system status.
Requirements
- Strong communication and listening skills; ability to clearly explain what’s happening and what needs to be done.
- Observant, detail-oriented, and able to stay focused during repetitive tasks.
- Technically curious — you don’t need to be an engineer, but you are comfortable using internal tools and asking good questions.
- Calm under pressure, especially when things break.
- Comfortable working independently and as part of a team, including across shifts.
- Strong critical thinking and problem-solving ability.
- Willingness to work rotational shifts.
- Comfortable using Slack and learning internal monitoring systems.
- Prior experience in a support, monitoring, or gaming environment is a plus.
Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.
Phases of our recruitment journey:- Screening stage – We begin with an initial review of applications to assess alignment with the role.
- Interview with a Talent Acquisition Specialist – Selected candidates are invited to a conversation with our Talent Acquisition team to discuss experience, motivation, and role expectations.
- Interview with the Hiring Manager – If your profile moves forward, you’ll be invited to meet with the Hiring Manager to discuss the role and your experience in more detail.
We aim to keep the process transparent and supportive at every step. We appreciate your interest in the role and look forward to getting to know you better throughout the process.
Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.
That would be it from us - now we are waiting for your move!
#imaginemore
By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.
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Role Information: EN
Studio: Keywords Studios
Location: Americas
Area of Work: Player Engagement
Service: Engage
Employment Type: Permanent
Working Pattern: Full Time, Remote