Remote, Columbia
Developer Support Engineer
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Role Description
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 main 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. Taking care of customer challenges is normal for you, working to help other members of the team with particularly difficult issues.
You’ll live and thrive in a live operational environment where the pace is never slow. You'll constantly work on hard problems that span multiple teams. You are adept at taking a hard customer challenge and translating that into a problem that needs to be solved, driving the issue to a resolution for your customer.
If this sounds exciting to you, and you’re a technical authority with your fingers on the pulse o 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 users’ needs, responding to customer requests and tickets within contractually committed SLA
- Be comfortable raising issues to relevant 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
- Work with large game publishers and studios in a one-on-one setting solving issues, often via video conferencing
- Respond to sophisticated tickets, diagnosing and performing root cause analysis on both incidents and customer-raised problems
What we're looking for
- Experience with hosting/IaaS/cloud products and services in a customer-facing technical support capacity
- Deep 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 as part of this role
- A self-managed, responsible, and highly productive individual - known by others for getting things done right the first time
- Comfortable being part of a regular on-call rotation supporting our customers and internal teams
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 or Unity
Additional information
- Relocation support is not available for this position
- International relocation support is not available for this position
- Work visa/immigration sponsorship is not available for this position
Life at Unity
Unity [NYSE: U] is the world's leading platform of tools for creators to build and grow real-time games, apps, and experiences across multiple platforms. Creators, ranging from game developers to artists, architects, automotive designers, infrastructure experts, filmmakers, and more, use Unity to bring their imaginations to life across multiple platforms, from mobile, PC, and console, to spatial computing.
As of the fourth quarter of 2023, more than 69% of the top 1,000 mobile games are made with Unity as derived from a blended number of the top 1,000 games in the Google Play Store and iOS App Store. In 2023, Made with Unity applications had an average of 3.7 billion downloads per month. For more information, please visit www.unity.com.
Unity is a proud equal opportunity employer. We are committed to fostering an inclusive, innovative environment and celebrate our employees across 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. Our differences are strengths that enable us to support the growing and evolving needs of our customers, partners, and collaborators. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know.
This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity.
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