Operate within a dedicated Mission Control Centre responsible for continuous oversight of live game environments. This role ensures stability and performance across backend systems, focusing on proactive monitoring, incident response, and technical support for game server infrastructure powered by Unity Multiplay.
Key Responsibilities
- Monitor live services around the clock, identifying and resolving technical disruptions to maintain seamless gameplay experiences.
- Respond to customer support tickets within defined timeframes, delivering clear and professional communication throughout each interaction.
- Follow and improve operational procedures for incident management, escalation paths, and service restoration to reduce player impact.
- Use diagnostic tools to detect root causes during outages and perform initial debugging to restore services efficiently.
- Act on behalf of customers by managing in-game operations such as chat moderation, account recovery tasks, and reviewing suspension appeals.
Qualifications
Candidates should bring experience in customer-facing technical roles with a focus on problem-solving under pressure. The ideal candidate remains composed during critical events, demonstrates analytical thinking, and takes initiative in identifying potential issues before escalation.
Technical proficiency includes server connectivity, network troubleshooting, and scripting for automation. Familiarity with game operations, NOC environments, or ticketing platforms like Zendesk, Jira, or Pylon is highly beneficial. Experience creating technical runbooks or documentation is also valued.
Work Environment
This is a remote-first position based in South Wales, with occasional in-person meetings in Cardiff. The schedule consists of four 10-hour night shifts weekly (23:00–09:00), offering three full days off each week, including weekends on rotation. All necessary equipment is supplied for secure home-based operations.
Compensation & Benefits
The salary range is £30,000 to £35,000 annually, with an additional £3,750 shift allowance. Benefits include enhanced annual leave, private pension options through salary sacrifice, and optional medical, dental, and vision coverage. Professional growth is supported through biannual performance reviews, internal tech talks, and an annual research credit for skill development.
The company promotes an inclusive, respectful culture centered on customer focus, proactive solutions, and equal opportunity. All team members are expected to uphold a harassment-free environment where diverse backgrounds are welcomed and valued.
