Product Support Specialist (UE)
Cary, NC United States of America
10 days ago
Product Support Specialist
WHAT MAKES US EPIC?
At the core of Epic’s success are talented, passionate people. Epic prides itself on creating a collaborative, welcoming, and creative environment. Whether it’s building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences, we’re always innovating.
Being Epic means being a part of a team that continually strives to do right by our community and users. We’re constantly innovating to raise the bar of engine and game development.
ENGINEERING AT EPIC
WHAT WE DO
Unreal-powered projects have been on the bleeding edge of real-time entertainment for over 20 years. Our team of engineering experts are always innovating to improve the tools and technology that empower content developers worldwide.
LIKE WHAT YOU HEAR? YOU CAN BE EPIC.
WHAT YOU’LL DO
We’re looking f or a Product Support Specialist (Unreal Engine) who is passionate about providing great customer service, has strong technical aptitude, and has experience with the Unreal Engine. The Product Support Specialist assists customers by triaging and investigating issues, collecting and analyzing data, and escalating appropriately to the engineering team. Partnering with other technical roles, the goal of this position is to provide support and ensure the success of customers using UE across our target industries.
In this role, you will
Provide exceptional customer service to customers using the Unreal Engine
Triage incoming support requests, investigating and trouble-shooting as needed
Gain familiarity with UE and related tools, including commonly reported issues
Communicate and escalate critical issues to Engineering and QA
Participate in testing and verification as needed for support tools and engine releases
Collect, create, and share documentation and knowledge base articles for the community
Gather data to share with stakeholder
Work with the Support Account Manager to improve support processes
What we’re looking for
Excellent written communication skills
Strong organizational skills and attention to detail
Strong interpersonal skills and desire to provide excellent customer service
Ability to prioritize tasks and manage time effectively
Experience with Unreal Engine
You’re user-focused, passionate, scrappy, solutions-focused, and innovative. These traits equal success at Epic and influence everything we do
Nice To Have Skills
Technical or Bachelor’s degree in a field related to design or computer science
Familiarity with Salesforce
Experience in a customer-facing role
Epic Games spans across 12 countries with 32 studios and 1,800+ employees globally. For over 25 years, we’ve been making award-winning games and engine technology that empowers others to make visually stunning games and 3D content that bring environments to life like never before. Epic’s award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity, interactive experiences for PC, console, mobile, and VR, it is also a tool being embraced by content creators across a variety of industries such as media and entertainment, automotive, and architectural design. As we continue to build our Engine technology and develop remarkable games, we strive to build teams of world-class talent.
Epic Job + Epic Benefits = Epic Life
Our intent is to cover all things that are medically necessary and improve the quality of life. We pay for 100% of the premiums for both you and your dependents. We offer coverage for Medical, Dental, Vision HRA, Long Term Disability, AD&D and Life Insurance, 401k, and profit-sharing. All Epic employees enjoy drinks, snacks, and lunches every day, free of charge - and we offer plenty of annual celebrations for employees and family members to show the love for our people. Additionally, each year, we celebrate the Epic family with company-wide paid breaks, generous paid time off, and recognize individuals for 7 years of employment with a paid sabbatical - we think our people are pretty awesome!