First Line Support

1 month ago

Elgin, United Kingdom Code Wizards Full time

Code Wizards are one of the world leaders in Game Tech and Esports Tech we're looking to add more engineers in our UK offices. We work on everything from small mobile indie titles all the way to AAA console/PC games.


Are you a problem-solver with a passion for gaming?


We’re looking for tech-savvy 1st Line Support Engineers to be the heroic individuals that players and teams can rely on when challenges arise.


Whether troubleshooting technical issues, assisting with game performance, or providing world-class support, you’ll be at the frontline, ensuring our gaming community enjoys a flawless experience.


In the role, you are the backbone of multiplayer games. You use your passion for games and your technical skills to help keep games online and running, whatever challenges are thrown at you. You form a core part of our global operations team, being the first point of contact working closely with game studios all over the world. One day you might be working with a customer helping to troubleshoot an issue with their game infrastructure next day you might be proactively searching graphs and logs to make sure the games we help support are running at peak performance. You are totally happy working with customers and managing situations, escalating for help when you need it and you LOVE learning and working on new and exciting technologies.


DUTIES AND RESPONSIBILITIES

Owning all customer interactions across tickets and slack, comfortable responding within SLA

Happy managing time-critical situations like incidents and outages, escalating for assistance when needed

Working as part of a shift pattern, making up a core of talented engineers


SKILLS AND EXPERIENCE

Proactive by default, always looking for issues and constantly following up with customers

A thirst for knowledge, challenging yourself to learn new skills

Experience with cloud services in a customer-facing technical support capacity (Potentially AWS / Azure)

Experience managing Linux virtual machines (And a little windows – sorry), this includes SSH, Network troubleshooting, executable troubleshooting, log debug etc

Experience working with SaaS platforms including API requests, troubleshooting and debugging


BONUS ATTRIBUTES

A keen interest in programming or tinkering with your own code-based projects

Experience working in the gaming industry, ideally backend systems for online games

Experience with game engines such as Unity or Unreal

We're a karma company that believes that we should be the best bipedal hominids we can be. We aim for transparency, being straightforward, and super inclusive too. If you’ve not worked in the games industry before, that’s not a problem at all, all we ask is that you have a love for gaming


Do you love the games industry, a constant technical challenge and working with smart folks on interesting problems? Come and say hi

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