Technical Support Engineer

About the role

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!