Developer Support Technician - Remote (South Wales) Evenings Required

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Job Overview

Rocket Science Group is seeking a Developer Support Technician to join its team, playing a pivotal role in supporting a new product offering. This position is critical as it is responsible for daily operations within the Mission Control Centre (MCC), the hub of live operations. The role will require the successful candidate to work in the evenings, providing technical assistance and ensuring the optimal performance of services.

Responsibilities

The Developer Support Technician will undertake a variety of tasks that are crucial for maintaining the functionality of the operations:

1. Operations Management: The technician will oversee the daily operations of the MCC, which includes monitoring live services and managing incident responses. Ensuring that the performance across all platforms is optimal is a primary responsibility.

2. Technical Support: A major aspect of this role involves customer support. The technician will handle customer requests and support tickets, maintaining commitment to Service Level Agreement (SLA) response times. This requires strong communication skills to deliver an outstanding customer experience.

3. Process Development: The technician will be involved in creating and refining processes and procedures related to incident management, escalation, and communication. The goal is to minimize downtime and its impact on players, enhancing the overall player experience.

4. Issue Diagnosis and Troubleshooting: Utilizing monitoring tools to identify root causes is essential. The technician must perform basic debugging to restore backend operations efficiently during incidents, ensuring minimal disruption to the service.

5. Player Operations: This role may also involve operating customer games. Responsibilities include chat moderation, restoring in-game items, handling appeals against player suspensions, and providing player support among various functions.

Required Skills

The ideal candidate should possess skills and attributes that are essential for achieving success in this role:

• Effective Communication: The ability to convey information clearly and succinctly to both internal teams and customers.
• Technical Proficiency: Familiarity with monitoring tools, basic debugging skills, and general IT technical knowledge.
• Problem-Solving Skills: The capacity to quickly analyze situations, diagnose issues, and implement effective solutions.
• Customer Service Orientation: A commitment to ensuring a high-quality customer experience and a proactive approach to handling inquiries and support tickets.
• Adaptability: The ability to thrive in a dynamic and potentially high-pressure environment, particularly during incidents.

Qualifying Experience

While specific qualifications are not detailed in the job listing, experience in IT support roles, especially in a live operations environment, would be beneficial. Prior involvement in technical support or related fields will provide the necessary foundation to excel in this position.

Salary and Benefits

The precise salary information is not mentioned in the job listing, but the roles typically offer competitive pay based on market standards for technical support positions.

Benefits associated with the position include:

• A Private Pension Plan facilitated through salary sacrifice.
• Optional coverage for private medical, dental, and vision services.
• Enhanced annual leave to ensure work-life balance.
• Annual research credits for professional development opportunities.
• Family-friendly policies that support work-life integration.
• Office perks aimed at creating a supportive work environment.

Work Environment and Culture

As a remote position, this job allows for flexibility and the ability to work from South Wales while collaborating with diverse teams. The culture at Rocket Science Group emphasizes teamwork, professional growth, and maintaining a balance between personal and professional life.

Application Process

For those interested, the application process is straightforward, focusing on attracting individuals who are passionate about supporting live operations and gamers’ experiences. It emphasizes the essential skills required for satisfactory performance and the personal attributes necessary for thriving in a team-oriented and dynamic work environment.

Conclusion

The Developer Support Technician role at Rocket Science Group presents a significant opportunity for those looking to step into a technical support position within the gaming industry. If you possess the relevant skills and a passion for providing excellent customer experiences, consider applying for this key role in their live operations team.

This job offer was originally published on himalayas.app