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Game Support Specialist

Cloud Imperium Games
Austin TX US
1 year ago
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The Game Support Team at Cloud Imperium Games is a public-facing team responsible for relaying the status of the Live service to players (including downtime schedules, known issues, and publish information), troubleshooting individual and service-wide problems, helping people understand and enjoy the game, developing ways of driving interest and engagement through one-to-many events and communications (such as playtests and Spectrum chats and posts), and turning reports and feedback into solutions and improvements for Star Citizen.

Individual Game Support Specialists will also provide various levels of technical and game problem resolution to the backers and players of Star Citizen by diagnosing and troubleshooting a wide variety of subjects including (but not limited to): Initial installation, patching, and loading the game; account access; assessing game client performance by reviewing players’ hardware and software setups; verifying and entering bugs into tracking software; helping players navigate and learn the website, the launcher, and the game; administering the game environment to keep it safe and secure; and communicating publicly with players on live service issues through email, forums, and various online sites popular with our community.

An additional primary task for this group is to help players maintain the integrity and security of their account by assisting with hacked accounts and tracking down surreptitious activity on the service using a variety of forensics tools and logs.

Example solutions include: installing/uninstalling/reinstalling software applications; verifying proper hardware and software set up; power cycling equipment; assisting with navigating around application menus; testing software bugs; reviewing potentially fraudulent monetary transactions; reviewing game logs to identify service problems. Support is provided in email and on forums and websites, where clearly communicated solutions are provided in a fun, light-hearted, user-friendly manner. Staff will perform related work as required.

Additional tasks will be included assisting with fraudulent transactions and chargebacks, as well as all investigating the in-game effects of those actions.

For more information about life at Cloud Imperium Games, check this out -

Duties and Tasks/Essential Functions:

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Diversity Statement

CIG is a global company, staunchly committed to cultivating a culture and workplace that celebrates all backgrounds, lifestyles, and perspectives. Together, we are creating a space where authentic recognition, appreciation, and understanding of the importance of diversity is fostered by everyone. As an Equal Opportunity Employer, we strive to build a team that represents all walks of life, and we want every employee to bring all the things that make them unique to the work environment. The universe is as vast and varied as the people in it, and it’s our differences that make it special.

Fraud Statement

We are aware of people receiving job offers that fraudulently allege to be from CIG. These types of fraud can be carried out through false websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal info like bank account numbers, identification numbers, etc through social media or chat-based apps, nor do we request or send money for the purchase of business equipment.

If you suspect fraud, please report it to your local authorities, as well as reaching out to us at info @ cloudimperiumgames.com with any information you may have.

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