Senior Support Engineer London, England
Job description
At AccelByte, our mission is to empower game creators by providing them with the backend platform and tools required to make scalable, reliable AAA-quality games. The company was founded in 2016 by industry veterans who have engineered online systems for some of the largest game and distribution platforms in the world including Fortnite, Epic Store, Xbox Live, PlayStation Network, and EA Origin. We are backed by top investors including Softbank, Sony Interactive Entertainment, Galaxy Interactive, NetEase, and Krafton. Our latest Series B funding has firmly solidified our place as a top player in the gaming industry. AccelByte's talent has decades of experience building and shipping some of the largest game and distribution platforms in the world.
We believe that the best companies empower employees to make decisions, obsess about the best user experience, and are not afraid to make and learn from their mistakes. Our culture is based on humility, openness to feedback, drive, and collaboration, which we feel results in the best performing teams. As a company that values diversity, inclusion, and employee growth, our employees have opportunities to work with and learn from teams all over the world. We offer competitive salaries, a full range of health benefits, social activities, career growth opportunities, and an amazing team. Come join us!
Position Summary
As a member of our client success team, you will work with game developers in supporting the implementation, troubleshooting, and launching of a variety of games backend features. You will partner with the account managers, producers, and engineers to ensure the success of the client games.
Essential Functions/Responsibilities
The Senior Support Engineer I is accountable for the following functions and responsibilities:
- Provide support to clients who are experiencing technical issues and provide support to integrate AccelByte services
- Report technical issues to the engineering team and verify subsequent fixes
- Partner with the Engineering and Product Management teams to diagnose and identify underlying client issues
- Work diligently to solve client problems while maintaining client satisfaction
- Mentor and assist junior support engineers
- Document common support issues for sharing among the team
- Provide onboarding service to new clients
- Generate new ideas, suggest and implement improvements to support workflows to improve client experience and enrich the AccelByte arsenal
- Collect and analyze feedback from clients to drive new features and improvements
- Perform other duties as assigned
Qualifications/Experience Required
- 5+ years of experience providing technical client service
- A degree in Computer Science or equivalent experience
- Excellent written and verbal communication skills in Japanese and English languages
- Strong computer science and engineering background, with software development experience being an asset.
- Critical thinking paired with strong execution skills and solid troubleshooting skills
- Self-motivated with a passion for building great products with examples of successful product launches
- Prior experience working on account management systems, e-commerce & data analytics platforms, as well as with cloud and server providers.
- Flexibility to adjust to work routines/schedules, as required, to meet the needs of the company and expectations of clients
- Previous experience in developing and shipping games, strongly preferred
- Previous experience working with distributed teams, preferred
- Experience working in a multinational technology startup is a big plus, preferred
- Prior experience with Game Engines such as Unreal Engine and Unity with C++/C# programming, preferred
AccelByte Inc is an Equal Employment Opportunity Employer, all qualified candidates and applicants will receive consideration for employment without regard to race, religion, gender, national origin, sexual orientation, marital status, age, or disability. Our culture is innovative and inclusive, and we value our people the highest.
Please visit our career page for a complete listing of our open positions https://accelbyte.io/careers
