At Improbable, we’re bringing together technology and games to create new opportunities and experiences. In order to achieve this, we need unique perspectives from diverse people, empowered to revolutionise how online games are made, delivered and paid for.
We believe one of the biggest, most impactful changes to the way we live our lives is going to come from the medium of games. Realising new communities, societies and vocations through virtual worlds is what drives our people and gives them purpose.
This opening is for a senior engineering position within Improbable with a strong focus on customer interaction.
Our customers are game developers who are using the SpatialOS networking engine and/or hosting their game on our zeuz hosting services.
As a Senior Technical Support Engineer, you will be responsible for assisting these developers with a wide range of queries. You will work with our customers to understand their requests and needs from a technical perspective, offering suggestions, and asking questions. When necessary, you will act as the liaison between them and our internal engineers, using your knowledge of the customer’s product and experience to act as a translator and facilitator.
As a Senior Technical Support Engineer, you will be pioneering the support role in Canada. You will collaborate with the other support teams across the globe, while also forming your own processes based on the unique needs of customers in the North America region. If and when our operations expand, you will be responsible for scaling up the support team in North America.
. You are confident in your programming and debugging skills in at least one mainstream language such as C++, C#, or Python. You are able to provide code samples to customers. You can write reproduction cases to demonstrate a customer’s problem to our internal engineers. You can write tools to optimize workflows within the Support Team.
. You can represent the company to the customer in a professional and friendly manner. You can clearly explain complicated systems to the customer, or complicated user-problems to internal engineers, in writing as well as orally.
. You can act as a champion for the customer when needed. You take personal responsibility for making sure customers get clear answers. You are able to function as a mini project-manager when a customer’s issue needs collaboration between different teams to solve.
You are self-motivated and comfortable working independently. You combine these attributes with a strong reporting mentality to ensure that time-zone overlap is utilized as efficiently as possible.