As a Developer Support Engineer (DSE), you will be working closely with and supporting some of the biggest names in gaming today. You will also be a part of both the local and distributed team of DSEs covering all timezones across a 24/7 remit, being the first point of contact for our user’s technical needs. You will play a key part in keeping some of the most prestigious games operational at all times and need to be adept at responding swiftly but articulately to our customer requests, as well as solving challenging technical issues on their behalf or escalating to other senior technical teams when required.
You’ll love and thrive in an expeditious live operational environment where the pace is never slow, actively observing, supervising and taking action on multiple conflicting priorities simultaneously. Your keen attention to detail and forward thinking approaches to troubleshooting will drive your and our end user’s success.
Does this sound exciting to you? If you're a technical expert with your fingers on the pulse of the latest groundbreaking hosting, gaming and cloud tech, we want to hear from you!
What you’ll be doing
Be responsible for customer requests and tickets within committed SLA response times, whilst delivering outstanding customer experience with clear and effective interpersonal communication
Ensure detailed understanding and troubleshooting of user’s needs across our variety of Unity Games Services products
Proactive support and supervising of key metrics and alerts from our products
Be comfortable escalating issues to relevant senior internal cross-functional technical teams when needed, support users and internal teams by assuming relevant roles within a defined incident management process
Build relationships with third party vendors to check, maintain or replace hardware as well as identify and fix network related issues
What we’re looking for
Customer-facing technical support capacity with hosting/IaaS/cloud products and services
Proven record of experience with Linux and Windows server administration (including SSH/remote desktop/networking tracing tools etc.)
Video game obsessed - you know your latest Call of Duty from your Fall Guys!
Comfortable with working hours that include 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 critical issue policies and how to utilize them efficiently, especially in a live operations setting
You might also have
Worked as part of a global shift-orientated team
Experience in writing technical documentation
Experience working in the gaming industry, ideally backend systems for online games
Previous experience with Unity engine
About Unity Technologies
Unity is the world’s leading platform for creating and operating real-time 3D (RT3D) content. Creators, ranging from game developers to artists, architects, automotive designers, filmmakers, and others, use Unity to make their imaginations come to life. Unity’s platform provides a comprehensive set of software solutions to create, run and monetize interactive, real-time 2D and 3D content for mobile phones, tablets, PCs, consoles, and augmented and virtual reality devices.
The company’s 1,400+ person research and development team keeps Unity at the forefront of development by working alongside partners to ensure optimized support for the latest releases and platforms. Apps developed by Unity creators were downloaded more than three billion times per month in 2019 on more than two billion unique devices. For more information, please visit www.unity.com.
Unity is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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