Developer Support Technician - Remote; South Wales Evenings

Closing date for this role is COP Monday 5th January, we will get back to all candidates after the closing date.

Rocket Science Group is a co-development game studio specialising in multiplayer, platform services, publishing technology, and live operations for PC, console, and mobile titles. We have teams in Europe and North America and work in partnership with the game industry’s top creators.

We’re looking for a Developer Support Technician to join our team as we build out a new team to support a new product offering.

This is a critical role responsible for the day-to-day operations in our Mission Control Centre (MCC), the nerve centre for our Live Operations function.

You will join a new team executing our 24/7/365 Monitoring and Incident Management processes and keeping our customer’s games operating flawlessly.

We have recently taken responsibility for Unity’s Multiplay game server hosting solution. Initially, you’ll be focused on supporting the migration of existing customers and ensuring their technical solution is performing flawlessly.

This is a Remote role based in South Wales. Please note we have an office in Cardiff City Centre so you will need to be flexible to come in regularly.

The role will consist of 4 x 10 hour shifts with 3 days off per week. Including afternoon and evening shifts with some weekend working to be determined.

Salary: £30,000 - £35,000 + (£2,500 evening shift allowance) dependant on experience and skills.

• Operations: Daily operations of the MCC, including monitoring live services, managing incident response, and ensuring optimal performance across all platforms.
• Technical Support: Be responsible for customer requests and tickets within committed SLA response times, whilst delivering outstanding customer experience with clear and effective interpersonal communication.
• Develop Processes: Create, refine, and follow policies and procedures for incident management, escalation, and communication to minimise downtime and impact on the player experience.
• Diagnose and troubleshoot issues: Utilise monitoring tools to identify root causes efficiently, perform basic debugging to restore backend services quickly during incidents.
• Player Operations: Operating our customer’s games on their behalf. This could include chat moderation, restoring in-game items, appeals against player suspensions, player support and more.

• Customer First Approach: You will have experience in a customer facing role and put customer experience first in all interactions.
• Problem-Solving: The ability to think clearly and make decisive actions in high-stress situations, with a strong analytical mindset.
• Proactive Mindset: A commitment to proactive monitoring and resolution of issues before they become more serious.
• Technical Proficiency: Demonstrated capability in essential technical tasks, including (but not limited to) connecting to and diagnosing server faults, performing basic network debugging, and familiarity with scripting for automation and troubleshooting.

• Experience in video game live operations, with backend systems and game server management.
• Experience working in a NOC or technical support environment, with an understanding of incident response protocols and service level agreements (SLAs)
• Familiarity with data and analytics platforms used for reporting on operational performance.
• Familiarity with help desk/ticketing software (e.g., Zendesk, Pylon, Jira).
• Experience writing technical documentation and runbooks.

• Remote Working: This role can be based fully from home and we will provide all equipment you need.
• Competitive Salary and Benefits Package: Your health and wellbeing is important to us, so we offer a variety of benefits including:
  • Private Pension via Salary Sacrifice
  • Optional Private Medical, Dental, and Vision Coverage
  • Enhanced Annual Leave
• Annual Research Credit: We always encourage personal growth, so we provide all of our team members with an annual credit to further enhance your skills!
• Professional Development: We offer biannual reviews, as well as opportunities to collaborate across disciplines, internal tech talks, and…