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Development Support (Subscription Services)

Due to the COVID-19 pandemic we are also open to remote work options.

Duration: Full time, Monday to Friday 9:00am -5:30pm

Our client is a game maker that connects hundreds of millions of players from around the globe to some of the world’s greatest games. The team is driving the strategy and implementation of important projects for our clients community of players to connect them to one another and to the games they love to play. These projects include our clients cross-platform subscription on PS4 and Xbox One, our clients gaming service on PC and through Steam; and a host of other experiences and strategies to connect friends across platforms and within our games.

In this role, you will work within the our clients Customer Success team and partner with the development teams and our clients other service providers acting as a conduit between these partners and the teams. You will think “Player First” to provide an excellent end-user customer support experience. Your background in and experience with incident and problem management will allow you to troubleshoot complex systems and bridge the gap in discussions, alerts and reports between both technical minded and non-technical minded partners. As part of the broader Support team, you will be an essential contributor to the SupportOps team based in Galway, Ireland reporting to our clients SupportOps Lead.

Requirements

You’re someone with a track record including the following:

• You have 1+ years experience in Incident and Problem Management process
• You have Customer Support experience
• You have experience using monitoring tools and graphs
• You can perform well as part of a team
• You can find your way within a company. You’ve got the experience that helps you work and excel in a multi-functional organization
• You understand your strengths. You have an ability to partner and engage with all levels

You also bring the following skills or experiences to our team:

• Familiar with ServiceNow, JIRA, Confluence and Microsoft Office Suite
• Articulate and professional speaking and writing abilities
• You can quickly ingest and apply new concepts, principles, and solutions
• Culture of learning, ability and hunger to take on new challenges
• You can work with our customers and partners, both technically and non-technically
• Enthusiasm for gaming desired

Responsibilities:

In a typical week in this role…

• You would manage all incidents to include monitoring/tracking and incident resolution
• You would partner with other our client and external teams to reduce platform and service downtime
• You would provide quick and efficient resolution to all support requests
• You would take an active role in SupportOps projects supporting our team
• You would maintain documentation of run books and processes
• You would assist the Problem Manager to resolve any tasks related to Problem Records
• You would follow up on RCA's and organize conversations where needed

Benefits

• Comprehensive benefits including health, dental, and vision.
• WFH options during the pandemic
• Dog friendly environment (That's right, you can bring your dog to work!)

Onsite Amenities:

• Indoor basketball court, outdoor basketball court, soccer field, volleyball court
• RMT, Physiotherapist, Chiropractor, Gymnasium, Weight lifting facility, Yoga Studio, etc
• Community garden
• 2 dog parks
• Easy transit access
• Free on-site parking for staff and visitors