The Opportunity

As a Developer Support Engineer, you are a key part of an outstanding 24x7 global support team that provides technical support to ensure our customers' games, and their players, stay online

As the first point of contact in keeping some of the most prestigious games operational at all times, you’ll be adept at responding swiftly but articulately to customer requests, solving complicated technical issues on their behalf.

Our DSE team have a real passion and will to thrive in a live operational environment where the pace is never slow and there is always an exciting new challenge to work on. Your dedication to actively observe, monitor and take action on multiple conflicting priorities simultaneously will compliment your attention to detail when solving customer problems.

If this sounds exciting, and you’re a technical wiz with your fingers on the pulse of the latest innovative Hosting, gaming and cloud tech, we want to hear from you!

What you'll be doing

Ensure a detailed understanding and troubleshooting of user’s needs, responding to customer requests and tickets within contractually committed SLA
Actively supervising key metrics and alerting from our products to enable a proactive approach to support
Be comfortable raising issues to relevant senior technical teams where vital, as well as supporting users and internal teams by assuming relevant roles within a defined incident management process
Able to connect with third party vendors to check, maintain or replace hardware as well as help to identify and fix network related issues
Be required to record key activities and work in central ticketing systems and take part in daily handovers with global peers to ensure a continual flow of progress on all key customer and internal-facing issue resolution

What we’re looking for

Experience with hosting/IaaS/cloud products and services in a customer-facing technical support capacity
Experience with Linux and Windows server administration (including SSH/remote desktop/networking tracing tools etc.)
Be comfortable working in shift patterns of work (5 days on, 2 days off); weekend shifts and working national holidays are included as normal working hours in this role
Knowledge of escalation policies and how to utilise them efficiently, especially in a live operations setting

You might also have

A keen curiosity about programming or tinkering with your own code-based projects!
Experience working as part of a global shift-orientated team with handovers of information
Experience working in the gaming industry, ideally backend systems for online games
Experience with the Unity engine