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Developer Tech Support Agent III

As a Developer Tech Support Agent, you’ll be working within the our Developer Center as well as assisting with the day-to- day operations of the our Publishing team. You will handle developer support inquiries (with a focus on technical issues) via existing/upcoming tools and will assist the Developer Relations Engineering manager in all duties related to Developer Support.

 

Long-term Vision:

  • You'll communicate with developers through available support channels and create appropriate messaging to be utilized by the support staff.
  • You’ll help identify and build processes and systems to maximize one to many support within the community and minimize the time taken for direct support.
  • You’ll build processes to track bugs and their frequency within the Software Development Kits (SDKs) and to communicate these to the SDK teams.

You'll assist the Developer Relations Engineering manager in maintaining our long-term support strategy that will deliver top-tier support to developers of products and services.

 

Immediate Activities:

  • Respond to developer support queries from all available developer support channels (e.g. forums, hardware requests, support tickets). Your primary focus will be around queries of a technical nature.
  • Create or modify answers in the Developer Center to frequently asked questions from all developer support channels.
  • Create or modify and ship samples that illustrate solutions to frequently asked technical questions from all developer support channels.
  • Create new or extend existing documentation to accommodate for frequently asked questions.

 

Requirements:

  • 2+ years of customer service experience
  • 1+ year of professional C++ and 3D graphics experience or 2+ years of Unity 3D C# programming experience.
  • Strong communication skills, both verbal and written
  • Ability to de-escalate emotional situations quickly and effectively while maintaining a high level of customer satisfaction
  • Extensive knowledge of the gaming and/or consumer electronics industries
  • Excellent organization skills while managing multiple ongoing projects
  • Ability to thrive in a fast-paced, start-up environment
  • Experience in hardware, or game development a plus
  • Experience in Unreal Engine development a plus

Education:

  • BA/ BS or equivalent, related experience
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