Player Support Specialist

Office location:
Cambridge, UK – This position can accommodate flexible working options. Candidates must be based (or willing to relocate) within a comfortable commuting distance of our Cambridge office to attend onsite as required. Final date to receive applications: 16th November
Are you someone who thrives under pressure, digs into technical problems until they’re solved, and brings genuine care to every player interaction?

As our Technical SME within the Player Support team, you’ll be the internal expert on the technical side of how our games are delivered across cloud and on-premise infrastructure, online game systems, and the operational issues that come with running live games for millions of players. Your job is the complex stuff that requires real judgement, cross-team coordination, and genuine technical understanding.

You’ll identify and own projects that improve the player experience, act as the Voice of the Player within the business and collaborate with teams across Jagex to resolve the issues that matter most.

• Act as the Technical SME within Player Support and across the wider business - building expert-level knowledge of our infrastructure, online game systems, and how technical issues affect players.
• Identify, own, and drive projects and initiatives to completion - both reactive (supporting releases and live operational changes) and proactive (improving player experience and Player Support services).
• Collaborate with stakeholders across Jagex to support key milestones, releases, and technical issues - coordinating work and communicating clearly across teams under pressure.
• Act as the Voice of the Player internally - identifying player issues, escalating them to the right people, and seeing them through to resolution.
• Handle complex player enquiries with professionalism and quality, and provide support and feedback to first-line support agents.

• Resilient, customer-facing experience - you’ve worked in a fast-paced environment where quick decisions matter and you’ve learned to keep your composure when things get difficult.
• An understanding of infrastructure concepts - how cloud and on-premise systems work, and how online games depend on them. You don’t need to be an engineer, but you need to be genuinely curious about this and willing to build your knowledge quickly.
• Proven project management skills - you can identify a problem, build a plan, and see it through to completion while managing competing priorities.
• Strong collaboration and stakeholder engagement skills - you’re comfortable working across multiple teams, communicating complex issues clearly, and building trust with people at all levels.
• Proactive, adaptable, and comfortable making decisions independently when leadership isn’t available. Live operations moves fast; we need someone who moves with it.
• Linux experience and any hands‑on technical background are an advantage, though not required.

• Private Healthcare, including Dental Plan.
• Discretionary annual performance bonus.
• Minimum 6% Pension contributions.
• Life Insurance.
• Enhanced family leave policies from day 1.
• Flexible working hours.
• 25 days annual leave + Bank holidays & the option to buy/sell holidays + so much more!

This role is only open to applicants who have the permanent right to work in the UK. We are unable to provide or take over visa sponsorship for this position, either now or in the future. Applicants must therefore be able to demonstrate their ongoing eligibility to work in the UK without the need for employer sponsorship.

We are Jagex:
The Rune Scape Company. Home to one of gaming’s most enduring success stories. We create deep, community-powered games with worlds that…