Unity is the world’s leading platform for creating and operating real-time 3D (RT3D) content.
Austin, TX

Manager, Development Support Engineering at Unity (Austin, TX)

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The opportunity

As a Developer Support Engineering Manager, you are a key part of an exceptional global support team who are providing outstanding technical support to ensure our customers' games, and their players, stay online.

Our team is responsible for the infrastructure and technology that powers some of the globes largest online games. You thrive off running a fast-paced global 24/7 live support operation and understand the importance of critical service uptime and meeting SLAs. You are a process orientated technical leader, data-driven, analytical, with operational excellence at your core. Above all, you are passionate about our customers and encouraging a team to continuously exceed our customer's expectations.

With your technical abilities, you can articulate sophisticated concepts to team members, internal partners and customers alike. Building robust measures of success for the team, such as critical metrics, reporting and key achievements as well as leading important business projects will be skills you have finely tuned over your career.

The role is based at our Austin office but will work closely with our teams in the UK, US and Korea with occasional needs to travel. In this role, you will be at the heart of the online gaming experience, playing a meaningful role in bringing some of the largest games to market. If this sounds exciting, we want to hear from you!

What you’ll be doing

  • Overall responsibility for a team that’s part of the global front-line 24/7 DSE function across Unity’s Multiplayer products, using data and reporting to keep a finger on the pulse of the success of the team
  • People responsibilities - mentoring and development of your reports, hiring, training, team building - all the things that will make and maintain an outstanding team
  • Being a communication professional, always seeking ways to improve how we champion the "Voice of the customer", both internally and externally
  • Resource planning is something you’re very comfortable with, as you’ll form part of a 24/7, shift-based team that balance a number of products and processes simultaneously
  • Lead the rollout of new systems, crafting new processes and supporting the delivery of new products and services

What we’re looking for

  • Experience building and leading impactful technical customer support teams
  • Deep knowledge of infrastructure and networking in virtualized and bare-metal datacenter environments, spread across Linux and Windows and adept at using this knowledge to coach and mentor individuals
  • Technical experience with hosting/IaaS/cloud services in a customer-facing capacity
  • Hands-on experience running and configuring ticketing and incident management systems such as Zendesk, JIRA Service Desk and PagerDuty
  • Familiar and comfortable with a live operational environment, incident management and highly time-sensitive issue resolution

You might also have

  • Experience working in the gaming industry, ideally backend systems for online games
  • Previous work with game engines such as Unity

Life at Unity

Unity (NYSE: U) is the world’s leading platform for creating and operating real-time 3D (RT3D) content. Creators, ranging from game developers to artists, architects, automotive designers, filmmakers, and others, use Unity to make their imaginations come to life. Unity’s platform provides a comprehensive set of software solutions to create, run and monetize interactive, real-time 2D and 3D content for mobile phones, tablets, PCs, consoles, and augmented and virtual reality devices.

Unity is at the forefront of development by working alongside partners to ensure optimized support for the latest releases and platforms. Apps developed by Unity creators were downloaded more than five billion times per month in 2020. For more information, please visit www.unity.com.

Unity is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity.


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What are Unity Perks + Benefits

Unity Benefits Overview

Unity provides a complete benefits package for each of our regions; including medical and dental coverage, vision care and a health care spending account for use on services of your choosing. Many of our packages also include wellness coverage with local partners including gyms and boutiques in your area.

In addition to our health benefits, Unity offers a work-from-home budget that allows employees to cover expenses which make their remote working conditions as comfortable as possible during the pandemic. While in the office, employees can enjoy an array of food and beverage, and an awesome workplace with top rated spaces for work and entertainment!

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

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