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About the Role

We are seeking a Senior Developer Support Technician to join our Live Operations team. This critical role focuses on supporting new and existing Multiplay customers, ensuring their technical solutions perform flawlessly and contributing to our 24/7/365 Monitoring and Incident Management processes.

Responsibilities

• Perform daily operations including monitoring live services, managing incident response, and ensuring optimal performance across all platforms.
• Handle customer requests and tickets, serving as an escalation point within the team.
• Collaborate with UK-based counterparts to cover absence in the Live Operations team, ensuring exceptional customer experience.
• Provide proactive technical oversight and drive customer success as part of the Customer Engineering team, managing long-term tasks and projects.
• Act as an internal customer advocate, working with engineering and business stakeholders to safeguard platform technical quality.
• Develop, refine, and follow policies and procedures for incident management, escalation, and communication.
• Diagnose and troubleshoot issues using monitoring tools, performing basic debugging to restore services.
• Work with the leadership team to identify and resolve high-priority issues and drive operational improvements.

Requirements

• Experience in a customer-facing role with a customer-first approach.
• Ability to think clearly and make decisive actions in high-stress situations with a strong analytical mindset.
• Commitment to proactive monitoring and resolution of issues.
• Demonstrated capability in essential technical tasks, including server fault diagnosis, basic network debugging, and familiarity with scripting for automation and troubleshooting.

Skills

• Customer support
• Incident response
• Technical troubleshooting
• Server fault diagnosis
• Network debugging
• Scripting
• Process development
• Customer advocacy

Location

• Albany, NY

Work Type

• On-site
• Full-time
• Hybrid

Experience Level

• Senior

Salary/Compensations

• $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
• Annual Research Credit
• Professional Development opportunities
• Flexible working environment
• Weekly Team Lunches
• Snacks
• Fully Equipped Team Lounge with Consoles and Games

About the Company

• Rocket Science Group is a co-development game studio specializing in multiplayer, platform services, publishing technology, and live operations for PC, console, and mobile titles.
• We have teams in Europe and North America and work in partnership with the game industry’s top creators.

Equal Opportunity

• 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.