This job might no longer be available.

Manager, Developer Support Engineer, Game Services

Your team is responsible for the infrastructure and technology that powers some of the world’s largest online games. You thrive off running a fast-paced global 24/7 live support operation and understand the importance of critical service up time and meeting SLAs. You are a process orientated technical leader, data driven, analytical, with operational excellence at your core. Passionate about amazing our customers and inspiring a team to continuously exceed our customers expectations.

With your finger on the pulse of new back-end gaming technologies, you can articulate technically sophisticated concepts and challenges easily to team members, internal partners and customers alike. Building robust measures of success for the team, as well as leading critical business projects will be skills you have finely tuned over your career.

The role is based at our Southampton (UK) office but will lead all aspects of teams in the UK, US and Korea with occasional needs to travel. In this role, you will be at the heart of the online gaming experience, playing a critical role in bringing some of the largest games to market. If this sounds exciting, we want to hear from you!

What you’ll be doing

• Overall responsibility for the global front-line 24/7 Customer Support function across Unity’s Game Services products
• People responsibilities - coaching and development of your reports (team leads in each region - UK, US, Korea), hiring, training, team building - driving a culture of world class customer support
• Building out meaningful metrics and associated reporting to measure the success of the team.
• Alongside engineering, you will design and configure monitoring and alerting solutions as well as leading all aspects of support ticketing systems and Pager Duty.
• Provide technical guidance and drive a culture of continuous improvement in efficient troubleshooting across a range of infrastructure based products and platforms.

What we’re looking for

• Experience in managing a highly technical live ops or customer support team - ideally globally.
• Experience with infrastructure, networking and virtualized environments as well as Linux and Windows server administration
• Hands on experience of managing and configuring ticketing and incident management systems such as Zendesk and PagerDuty
• Familiar and comfortable with a live operational environment, incident management and highly time-sensitive issue resolution
• Ability to travel domestically and internationally occasionally

You might also have

• Experience working in the gaming industry, ideally backend systems for online games
• Customer service or NOC experience in the hosting or public cloud industry
• Coding and scripting skills

Life at Unity

Unity (NYSE: U) is the world’s leading platform for creating and operating real-time 3D (RT3D) content. Creators, ranging from game developers to artists, architects, automotive designers, filmmakers, and others, use Unity to make their imaginations come to life. Unity’s platform provides a comprehensive set of software solutions to create, run and monetize interactive, real-time 2D and 3D content for mobile phones, tablets, PCs, consoles, and augmented and virtual reality devices.

The company’s 1,800+ person research and development team keeps Unity at the forefront of development by working alongside partners to ensure optimized support for the latest releases and platforms. Apps developed by Unity creators were downloaded more than five billion times per month in 2020. For more information, please visit www.unity.com.

Unity is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity.

#SEN #LI-LM2