Developer Support Technician - Albany, NY

Rocket Science Group is a co-development game studio specialising in multiplayer, platform services, publishing technology, and live operations for PC, console, and mobile titles. We have teams in Europe and North America and work in partnership with the game industry’s top creators.

About the Role:

We’re looking for a Senior Developer Support Technician to join our team as we continue to build out our new product offering. We have recently taken responsibility for the Multiplay game server hosting solution.

You’ll be focused on supporting both new and existing Multiplay customers, ensuring their technical solution is performing flawlessly.

This is a critical role responsible for the day-to-day operations in our Live Operations team. You will join a new team executing our 24/7/365 Monitoring and Incident Management processes and keeping games operating flawlessly for our customers.

This role is based on-site in our Albany, NY office. The role will consist of 5 x 8 hour shifts with 2 days off per week. This will be day and evening shifts with some weekend working to be determined.

What You’ll Do:

• Operations: Daily operations including monitoring live services, managing incident response, and ensuring optimal performance across all platforms.
• Technical Support: Be responsible for customer requests and tickets, primarily as an escalation point within the team.
• Absence and Leave Coverage: You will work with your UK based counterpart to cover absence in our Live Operations team. Adaptability and flexibility is key to ensure we maintain an exceptional customer experience.
• Customer Engineering: This role will also include working as part of our CE team providing proactive technical oversight and driving customer success, including managing long term tasks and projects on behalf of customers.
• Internal Customer Advocacy: You will work with our engineering team and wider business stakeholders, including business development to ensure we safeguard the technical quality of our platform on behalf of our customers.
• Develop Processes: Create, refine, and follow policies and procedures for incident management, escalation, and communication to minimise downtime and impact on the player experience.
• Diagnose and troubleshoot issues: Utilise monitoring tools to identify root causes efficiently, perform basic debugging to restore backend services quickly during incidents.
• Process Improvement: You will work closely with the leadership team to identify and resolve high priority issues within the organisation and drive for overall improvement in the way we operate.

What We Value:

• Customer First Approach: You will have experience in a customer facing role and put customer experience first in all interactions.
• Problem-Solving: The ability to think clearly and make decisive actions in high-stress situations, with a strong analytical mindset.
• Proactive Mindset: A commitment to proactive monitoring and resolution of issues before they become more serious.
• Technical Proficiency: Demonstrated capability in essential technical tasks, including (but not limited to) connecting to and diagnosing server faults, performing basic network debugging, and familiarity with scripting for automation and troubleshooting.

You May Also Have:

• Experience in video game live operations, with backend systems and game server management.
• Experience working in a NOC or technical support environment, with an understanding of incident response protocols and service level agreements (SLAs)
• Experience in a customer engineering or technical account management role.
• Familiarity with data and analytics platforms used for reporting on operational performance.
• Familiarity with help desk/ticketing software (e.g., Zendesk, Pylon, Jira).
• Experience writing technical documentation and runbooks.

What We Can Offer:

• Competitive Salary and Benefits Package: Your health and wellbeing is important to us, so we offer a variety of benefits including:

  • Medical, Dental, and Vision Insurance
  • 401(k) Retirement Plan with Employer Matching
  • Annual Leave, Plus 9 Paid Holidays and Winter Break Office Closure
• Annual Research Credit: We always encourage personal growth, so we provide all of our team members with an annual credit to further enhance your skills!
• Professional Development: We offer biannual reviews, as well as opportunities to collabo…