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Manager, Developer Support Engineering

The opportunity

As a Developer Support Engineering Manager, you’re an integral part of an exceptional global support team who are providing outstanding technical support to ensure our customers’ games, and their players, stay online.

Our team is responsible for the infrastructure and technology that powers some of the globe’s largest online games. You thrive off running a fast-paced global 24/7 live support operation and understand the importance of critical service uptime and meeting SLAs. You are a process-orientated, data-driven, analytical and technical leader with operational excellence at your core.

Above all, you are passionate about our customers and encourage a team to continuously exceed our customer’s expectations.
With your technical abilities, you can articulate sophisticated concepts to team members, internal partners and customers alike. Building robust measures of success for the team, such as critical metrics, reporting and key achievements as well as leading important business projects will be skills you have finely tuned over your career.

The role is hybrid, based at our Austin office but will work closely with our 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 meaningful 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 a team that’s part of the global front-line 24/7 DSE function across Unity’s Multiplayer products, using data and reporting to keep a finger on the pulse of the success of the team
• People responsibilities - mentoring and development of your reports, hiring, training, team building - all the things that will make and maintain an outstanding team
• Being a communication professional, always seeking ways to improve how we champion the “Voice of the customer”, both internally and externally
• Resource planning is something you’re very comfortable with, as you’ll form part of a 24/7, shift-based team that balances a number of products and processes simultaneously.
• Own the rollout of new systems, crafting new processes and supporting the delivery of new products and services.

What we’re looking for

• Experience building and leading impactful technical customer support teams
• Deep knowledge of infrastructure and networking in virtualized and bare-metal datacenter environments, spread across Linux and Windows and adept at using this knowledge to coach and mentor individuals
• Technical experience with hosting/IaaS/cloud services in a customer-facing capacity
• Hands-on experience running and configuring ticketing and incident management systems such as Zendesk, JIRA Service Desk and PagerDuty
• Familiar and comfortable with a live operational environment, incident management and highly time-sensitive issue resolution

You might also have

• Experience working in the gaming industry, ideally backend systems for online games
• Previous work with game engines such as Unity

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 is the foundation upon which the world’s most powerful digital content is created. Specifically, 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.

In the fourth quarter of 2022, more than 70% of the top 1000 mobile games were made with Unity as derived from a blended number of the top 1000 games in the Google Play Store and Apple App Store. In 2022, Made with Unity Applications had more than 4 billion downloads per month. For more information, please visit www.unity.com.

Unity is a proud equal opportunity employer. We are committed to fostering an inclusive, innovative environment and celebrate our employees across 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. Our differences are strengths that enable us to support the growing and evolving needs of our customers, partners, and collaborators. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know.

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