Job Overview:
The Technical Support Engineer will be responsible for supporting our gaming Clients and Operators, resolving technical issues, and ensuring they have a seamless gaming experience. The Technical Support Engineer will work closely with the game production team and client/operator feedback and handle production and pre-production queries. The ideal candidate will have excellent communication skills, strong technical abilities, and the ability to work on shifts.
Responsibilities:
Work with gaming operators to identify and resolve technical issues they may be experiencing with our games. Log tickets in Jira ticketing tool and follow up on the progress until the issue is resolved.
Create tickets for issues that cannot be resolved and work with the internal game development team to find a solution.
Work closely with the game production team to address and resolve the client/operator’s feedback.
Provide client support and technical issue resolution via E-mail, chat, and remote assistance.
Distribute support tickets to the team and ensure that they are resolved within the required timeframe. Work on new errors we get and provide a resolution to the team to move forward.
Document the steps taken to resolve the tickets, creating knowledge base articles to assist the team in the future.
Requirements:
Bachelor’s degree in Computer Science or equivalent.
Proven work experience as a Technical Support Engineer, preferably in the gaming industry.
Excellent communication skills in English, both written and verbal.
Experience in Jira ticketing tools and remote assistance tools.
Ability to work independently and collaboratively with the team.
Availability to work on flexible shifts and handle emergency situations.
Good problem-solving skills and ability to work under pressure.
A passion for gaming and a strong desire to provide excellent customer service.
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