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Lead Support Technician

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Job Description:

The Overwatch team is looking for a Lead Developer Support Technician to ensure the best experience for developers as they produce the game. Support Technicians are the oil that keeps the machine running by helping their teammates with day to day issues that arise as part of the development process. In this role, you will lead a team to creatively tackle problems that stand in the way of developers achieving their maximum potential. You will work closely with art, design, engineering, production, and QA to help deliver great entertainment experiences.

Responsibilities:

Priorities can often change in a fast-paced environment like ours, so this role includes, but is not limited to, the following responsibilities:

• Train , mentor, and lead a team that monitors automated systems for issues and build a process for quick discovery and logging of issues.
• Main communication for across teams that impacts development process to ensure quick resolution or escalation of issues – broken build, service outages, etc.
• Drive resolutions across multiple departments to maintain build stability.
• Work with and lead the team to provide consistent and high quality “deskside” support for a development team working with the tools and technology in a distributed, hybrid, WFH environment.
• Investigate and validate reported issues, troubleshooting and investigating issues on multiple console platforms.
• Driver in helping developers in the preparation and implementation of technical aspects of content creation to deliver AAA quality.
• Create and maintain a central intake process for help requests, centralizing documentation knowledgebase with information on problems and solutions.
• Provide feedback to Senior Management and other disciplines on effective ways to improve tools and processes.
• Foster rapport with other departments around Blizzard to pursue the best collaborative experience through all interactions and processes.
• Leading and mentoring a team of Support Technicians.
  

Requirements:

• 5+ years of industry-related experience
• Previous experience with automated software test tools and scripting
• Systems integration, verification and validation experience
• Familiarity with the entire game development life cycle
• Extensive experience with discrepancy reporting systems (e.g. JIRA)
• Familiarity tracking revisions and changes in perforce
• Clear communication skills, both written and oral
• Critical thinking and problem solving
• Demonstrated ability to diagnose and resolve technical problems
• Excellent written communication skills
• Ability to work independently
• Driven to learn new tools, techniques, and workflows
• Work with developers located across multiple time zones around the world
• Willing and able to work outside of core hours as project needs demand
  

Bonus:

• Experience working with game development teams
• Experience working with a variety of console platforms for development
• Experience with content creation tools in a game production background
• Experience working within a complicated, technical infrastructure
• Good knowledge of source control systems such as Perforce
• Experience writing and debugging tools, scripts, or programming in languages such as C# and/or C++
• Excellent organizational skills
• Able to multitask and take on multiple assignments at the same time
• Self-driven individual with little supervision
• Technical Art, Technical Design, or Computer Science background
  

Blizzard Entertainment is a global company committed to growing our employees along with the business. We offer generous benefits and perks with an eye on providing true work / life balance. We’ve worked hard to foster an intensely collaborative and creative environment, a diverse and inclusive employee culture, and training and opportunity for professional growth. Our people are everything. Our core values are real, and our mission has never changed. We are dedicated to creating the most epic entertainment experiences… ever.

Blizzard Entertainment is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.

Accommodation Request: We are committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are a disabled individual requiring an accommodation to apply for an open position, please email your request to talentacquisition@blizzard.com . General employment questions cannot be accepted or processed here. Thank you for your interest.