Technical Support Engineer

On any given day at our game studio, you might:

• Provide advanced technical support for internal teams, external players, or partners, ensuring smooth operations and high-quality experiences.
• Collaborate with cross-functional teams (e.g., developers, QA, DevOps) to escalate and resolve critical issues using tools like Jira.
• Assist in deploying updates, patches, or hotfixes via MDM tools like Jamf Pro and Microsoft Intune.
• Troubleshoot and maintain network configurations, including switches, access points, and VLAN setups.
• Diagnose and resolve complex technical issues related to game development tools, build systems, live operations, or player experiences.
• Act as the primary point of contact during critical incidents, coordinating with teams to ensure quick resolution and post-incident improvements.
• Develop scripts or tools to automate repetitive tasks and improve troubleshooting, monitoring, or diagnostics.

We expect you to:

• Have a passion for games and a deep understanding of the technical challenges faced by players and developers.
• Thrive in a fast-paced environment and enjoy solving complex problems with innovative solutions, such as the AI toolchain.
• Create common goods and build gamification in the office environment, onboarding pipeline, and other areas.

Required Skills

• 3 years or more of experience in technical support, IT operations, or a related field in a production environment.
• Strong troubleshooting skills using scripting languages (e.g., Python, C#, or shell scripting).
• Solid understanding of networking concepts (e.g., TCP/IP, DNS, DHCP, VLANs) and server administration.
• Proficiency in various platforms/devices such as macOS, Windows, and mobile device troubleshooting, including enterprise applications.
• Experience with network devices (switches, routers, access points) and basic networking configurations.
• Ability to analyze logs, error reports, and crash dumps to identify root causes of issues.
• Familiarity with the AI application ecosystem.
• Exceptional communication and interpersonal skills for liaising with cross-functional teams and end users.
• Capable of understanding English documentation. Fluent in written English for technical communications in chat tools. Able to speak English for daily life.

Preferred Skills ：

Any of the following would be highly preferred, but most of all, we value engineers who are eager to learn new ways to deliver value to players and teams:

• Fluent in spoken English for professional communications.
• Knowledge of enterprise tools like Okta and Google Workspace for user account management.
• Experience with MDM tools like Jamf Pro and Microsoft Intune.
• Experience with version control systems like Git or Perforce.
• Familiarity with cloud platforms (AWS, Azure, or GCP) and DevOps tools (Docker, Jenkins, Kubernetes).
• Proactive in identifying repetitive tasks and collaborating with engineering teams to automate workflows.
• Experience in monitoring and mitigating cybersecurity risks, such as unauthorized access or data breaches.
• Familiarity with game engines such as Unity and Unreal.

If you're passionate about games, enjoy working in a collaborative environment, and are eager to tackle technical challenges head-on, we'd love to hear from you!