The Developer Support Technician will join Rocket Science Group's Mission Control Centre (MCC) to support 24/7/365 monitoring and incident management for live game operations. This role ensures customer games run smoothly, particularly during the migration of Unity’s Multiplay game server hosting solution, with a focus on technical support, incident resolution, and backend service stability.
What You'll Do
- Daily operations of the Mission Control Centre (MCC), including monitoring live services, managing incident response, and ensuring optimal performance across all platforms.
- Be responsible for customer requests and tickets within committed SLA response times, whilst delivering outstanding customer experience with clear and effective interpersonal communication.
- Create, refine, and follow policies and procedures for incident management, escalation, and communication to minimise downtime and impact on the player experience.
- Utilise monitoring tools to identify root causes efficiently, perform basic debugging to restore backend services quickly during incidents.
- Operating customer’s games on their behalf, including chat moderation, restoring in-game items, appeals against player suspensions, and player support.
What We're Looking For
- Experience in a customer facing role with a customer-first approach.
- Ability to think clearly and make decisive actions in high-stress situations.
- Strong analytical mindset for problem-solving.
- Proactive mindset with commitment to proactive monitoring and resolution of issues before they become serious.
- Demonstrated capability in essential technical tasks, including connecting to and diagnosing server faults, performing basic network debugging, and familiarity with scripting for automation and troubleshooting.
Nice to 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).
- 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.
Technical Stack
- Monitoring tools
- Scripting for automation and troubleshooting
- Game server hosting systems (specifically Unity’s Multiplay)
- Help desk/ticketing software (e.g., Zendesk, Pylon, Jira)
- Data and analytics platforms
Team & Environment
- Part of Live Operations function, executing 24/7/365 Monitoring and Incident Management
- New team
Benefits & Compensation
- Remote Working: fully remote role with all equipment provided.
- Competitive Salary and Benefits Package.
- Private Pension via Salary Sacrifice.
- Optional Private Medical, Dental, and Vision Coverage.
- Enhanced Annual Leave.
- Annual Research Credit to enhance skills.
- Biannual reviews.
- Opportunities to collaborate across disciplines.
- Internal tech talks.
- Chance to learn from specialists in games and software development industries.
- 6 weeks full pay for Maternity, Paternity, and Adoption Leave.
Compensation: £30,000 - £35,000 + £3,750 shift allowance.
Work Mode
Remote role with flexibility to come into Cardiff office from time to time; 4 x 10-hour night shifts (23:00–09:00) with 3 days off per week including some weekend working. Location: South Wales, Cardiff City Centre (for occasional in-person meetings).
Rocket Science is an equal opportunity employer and is committed to providing a worry-free workplace void of discrimination or harassment. Rocket Scientists are expected to foster and champion an environment in which everyone has the opportunity to feel included and is afforded the respect and dignity they deserve.
