Developer Support Engineer

Project Overview

The Developer Support Engineer works within the Developer Ecosystem Success organization to help developers through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support all developers across Quest, VR, Wearables, 2D, Horizon Worlds and Horizon Worlds mobile experiences. As part of the DES organization, the Developer Support Engineers are technically savvy, creative problem solvers and life‑long learners who strive to provide the best possible service to our developers.

A live ops engineer is the most similar role in comparison.

• Develop and maintain deep technical knowledge of the Horizon OS and Horizon World platforms, features and tools
• Manage escalation queue of second and third level triage of inbound developer questions
• Prioritize, investigate, and debug technical issues efficiently, escalating to SMEs when necessary
• Communicate technical resolutions, workarounds, and product confusions effectively to internal SMEs and external developers
• Stay up‑to‑date on new developer‑facing products as well as internal tools and systems
• Evangelize technical developer support efforts across the organization, promoting best practices and knowledge sharing
• Identify opportunities to optimize and automate workflows, implementing process improvements
• Assist with KPI implementation, tracking, and reporting, utilizing data to drive decision‑making
• Perform retrospectives, developing training materials and runbooks to enhance the knowledge base

• Experience in software development and developer operations
• Experience working in a fast paced environment (live ops)
• Experience reading, understanding and debugging code and source control history
• Experience investigating and debugging complex technical issues
• Experience translating technical concepts and solutions to non‑technical audiences
• Experience working with vendors, specifically outsourced customer or developer support teams
• Experience leading projects and implementing technical solutions
• Excellent written, verbal and communication skills
• Experience with ticket escalation
• Self‑starter
• Bachelor's degree in computer science or related field
• Previous work experience in tech