Job description
ABOUT THE ROLE:
As a Systems Engineer, you are a key part of an outstanding 24x7 global support team that provides technical support to ensure our customers’ games and their players stay online. As the main point of contact in keeping some of the most prestigious games operational at all times, you’ll be adept at responding swiftly but articulately to customer requests, solving complicated technical issues on their behalf. Taking care of customer challenges is normal for you, working to help other members of the team with particularly difficult issues. You’ll live and thrive in a live operational environment where the pace is never slow, constantly working on hard problems that span multiple teams. You are adept at taking a hard customer challenge and translating that into a problem that needs to be solved, driving the issue to a resolution for your customer. If this sounds exciting to you, and you’re a technical authority with your fingers on the pulse of the latest innovative Hosting, gaming, and cloud tech, we want to hear from you!
RESPONSIBILITIES:
In this role, you’ll get to…
- ensure a detailed understanding and troubleshooting of users’ needs, responding to customer requests and tickets within contractually committed SLA
- be comfortable raising issues to relevant technical teams where vital, as well as supporting users and internal teams by assuming relevant roles within a defined incident management process
- connect with third-party vendors to check, maintain, or replace hardware, as well as help to identify and fix network-related issues
- work with large game publishers and studios in a one-on-one setting, solving issues, often via video conferencing
- respond to sophisticated tickets, navigating difficult scenarios that may require you to work across multiple teams
- do diagnosing and performing root cause analysis on both incidents and customer-raised problems
REQUIREMENTS:
On day one, we’ll expect you to…
- have experience with hosting/IaaS/cloud products and services in a customer-facing technical support capacity
- have deep experience with Linux and Windows server administration (including SSH/remote desktop/networking tracing tools, etc.)
- have experience with the management of a Cisco ISE environment
- be comfortable supporting VMWare in a hyperconverged Cisco UCS environment
- be comfortable working in shift patterns of work (5 days on, 2 days off); weekend shifts and working national holidays as part of this role
- be self-managed, responsible, and highly productive individual - known by others for getting things done right the first time
- be comfortable being part of a regular on-call rotation supporting our customers and internal teams
- have a keen curiosity about programming or tinkering with your own code-based projects!
- have experience working as part of a global shift-oriented team with handovers of information
- have experience working in the gaming industry, ideally in backend systems for online games
- have experience with game engines
- have a fully functional and up-to-date computer with which to perform duties
- be willing to install next-generation endpoint protection on the computer
- be a current resident of the Philippines, and can perform work from there
- be willing to work in the US Pacific time zone or the client’s time zone
NOTE: This is a remote (work from home) job.
