Rocket Science Group

Rocket Science Group

Senior Developer Support Technician - Albany, NY

Albany, NY · Senior · Contract

Sponsorship not specified$55k-$85kDetected 12 days ago
Backend DevelopmentIncident ResponseJiraAccount ManagementBusiness DevelopmentProcess ImprovementCustomer SuccessCustomer SupportZendeskResearchLeadershipCommunicationProblem SolvingAdaptability

About the role

  • 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.

Responsibilities

  • Technical Support: Be responsible for customer requests and tickets, primarily as an escalation point within the team.
  • 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.
  • Please note that this range includes multiple levels of experience and actual pay will ultimately be contingent upon a variety of factors, including your own combination of experience, skills, and qualifications.

Requirements

  • The ability to think clearly and make decisive actions in high-stress situations, with a strong analytical mindset.
  • Experience in video game live operations, with backend systems and game server management.
  • 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.
  • Problem-Solving: The ability to think clearly and make decisive actions in high-stress situations, with a strong analytical mindset.

Nice to have

  • Weekly Team Lunches (plus Snacks!)
  • Fully Equipped Team Lounge, Including our Favorite Consoles and Games
  • And, most importantly, a supportive and creative working environment made up of talented and friendly people, as well as the opportunity to work on some pretty cool games and projects - if we do say so ourselves!

Skills

  • Rocket Science is an equal opportunity employer and is committed to providing a worry-free workplace void of discrimination or harassment.
  • Rocket Science does not accept unsolicited résumés from recruiters, employment agencies, or staffing firms.

Compensation

  • 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!
  • The salary for this role is typically within the range of $55,000- $85,000/year.

Benefits

  • Medical, Dental, and Vision Insurance
  • 401(k) Retirement Plan with Employer Matching
  • Annual Leave, Plus 9 Paid Holidays and Winter Break Office Closure
  • Your health and wellbeing is important to us, so we offer a variety of benefits including:
  • Work-Life Balance: We really believe that home life comes first and we promote a flexible working environment.
  • And as an added bonus: We don't crunch!

Company info

  • 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.
  • 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.
  • You will join a new team executing our 24/7/365 Monitoring and Incident Management processes and keeping games operating flawlessly for our customers.
  • 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.

Equal opportunity

  • equal opportunity employer and is committed to providing a worry-free workplace void of discrimination or harassment.
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This listing is sourced directly from Rocket Science Group's careers page and normalized into a canonical job model.