Developer Support Engineer at Unity Technologies

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As a Developer Support Engineer, you will be working closely with and supporting some of the biggest names in gaming today. You will be a part of a local and global team of DSEs covering all timezones across a 24/7 remit, being the first point of contact for our user’s technical needs. As well as playing a key part in keeping some of the most prestigious games operational at all times, you’ll be adept at responding swiftly but articulately to customer requests, as well as solving challenging technical issues on their behalf or escalating to other senior technical teams where necessary.

You’ll love and thrive in a live operational environment where the pace is never slow, and you’re used to actively observing, monitoring and taking action on multiple conflicting priorities simultaneously. Your keen attention to detail and forward thinking approaches to troubleshooting will drive your and our user’s success.

If this sounds exciting to you, and you’re a technical expert with your fingers on the pulse of the latest cutting edge Cloud, hosting, and gaming tech, we want to hear from you!

Responsibilities

  • You’ll be responsible for responding to customer requests and tickets within contractually committed SLA response times, whilst delivering a sublime customer experience with clear, articulate and friendly communication
  • You’ll ensure a thorough understanding and troubleshooting of user’s needs across our variety of Cloud products and services
  • A key part of this role is monitoring key metrics and alerting from our products to enable a proactive approach to support
  • You’ll be comfortable escalating issues to relevant senior technical teams where necessary, as well as supporting users and internal teams by assuming relevant roles within a defined incident management process
  • You’ll be required to communicate with third party vendors to check, maintain or replace hardware as well as help to identify and fix network related issues
  • A documentation-first mindset is a requirement for this role whilst you are always  prepared to draft key processes internally, or even drafts for customer-facing documentation that our Technical Writing team can publish
  • You’ll be required to record your key activities and work in central ticketing systems and take part in daily handovers with your global peers to ensure a continual flow of progress on all key customer and internal-facing issue resolution

Requirements

  • Experience with hosting/IaaS/cloud products and services in a customer-facing technical support capacity
  • Experience with Linux and Windows server administration (including SSH/remote desktop/networking tracing tools etc.)
  • Video game obsessed - you know your latest Call of Duty from your Fall Guys!
  • Working hours include shift patterns of work (5 days on, 3 days off); weekend shifts and working national holidays are included as normal working hours in this role
  • Knowledge of escalation policies and how to utilize them efficiently, especially in a live operations setting

Bonus Points

  • Experience working as part of a global shift-orientated team with handovers of information
  • Experience working in the gaming industry, ideally backend systems for online games
  • ITIL training/certifications
  • You’re not afraid to be bold and take unusual approaches to solve difficult technical problems
  • Experience with the Unity engine

About Unity Technologies

Unity 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.

The company’s 1,400+ person research and development team keeps Unity 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 three billion times per month in 2019 on more than two billion unique devices. 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 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 Web site 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.

#LI-JC1 #MID

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • PythonLanguages
    • RubyLanguages
    • ASP.NETFrameworks
    • Ruby on RailsFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • TeradataDatabases

Location

Our office is located in East Austin close to plenty of bars and restaurants as well as MetroRail and Metro Express is only a few blocks away!

What are Unity Technologies Perks + Benefits

Unity Technologies 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!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Relocation Assistance
Fitness Subsidies
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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