Support Engineer

| Austin
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Multiplay are leaders in specialized infrastructure and hosting solutions for the gaming industry. We are responsible for bringing the world's gamers together by making connected games incredibly easy to deploy, and maintain. Our technology stack stretches all over the world and our technical operations team are at the forefront of keeping gamers online 24/7. Recently joining forces with Unity Technologies, Multiplay are preparing for greater success and rapid scale.

We are looking for passionate, dedicated engineers to join our operations team, build out our global footprint and assist with some of our growing pains. The mission is simple - make sure gamers can game. We use our expertise to make sure our technology stack is fully automated and we place a large focus on efficiency and resiliency to deliver our mission.

Our head is in the clouds, but our heart is in bare metal. You will be working on both physical and virtual infrastructure navigating all the challenges that come working with full stack systems. You must be passionate about building high performance, resilient platforms.

Gamers deserve the very best.

Responsibilities

  • Being an active member of the team and the overall business, contributing to how we grow and challenging the status quo
  • The use of ticketing, monitoring and communication systems to provide excellent customer service to both enterprise and community customers
  • Ensuring all tickets within our ticket system are correctly actioned and processed within agreed SLA
  • Actively managing customer expectations and requirements
  • Creation and maintenance of customer facing documentation, in order to keep overall customer interaction down
  • Monitoring, responding to and managing service metrics and alerts; prioritizing as appropriate
  • Management of live infrastructure, including:
  • Custom systems and services worldwide
  • Large and small scale dedicated game server software
  • Machine farm consisting of bare metal, cloud and other server hosting systems
  • Multiplay’s award winning scaling technology
  • Fault finding and technical investigation of game server platforms and infrastructure
  • Communicate with vendors to check, maintain or replace hardware as well as help to identify and fix network related issues
  • Provide help and support with the support technician lead to manage the community farm, ensuring that we keep the farm as efficient as possible

Requirements

  • Excellent written and verbal communication skills
  • The drive and determination to constantly improve our customer experience across our digital business
  • The passion and focus to deliver the best customer experience possible
  • Experience using a handover process to inform other members of the team about work or tasks that need doing (this is a critical process for global teams)
  • Knowledge and experience working with applications such as SSH, Remote desktop, command line based text editors and network tracing tools
  • Proficiency in navigating and using unix based file systems
  • Experience using an escalation / on call system in order to action and resolve business critical tasks
  • Intermediate level of understanding with server hardware and experience with identifying faulty components
  • Experience and understanding of game server configurations, setups and parameters

Bonus points

  • Gameserver administration knowledge and experience
  • Experience and active involvement within a game server community or “clan”
  • An understanding of the latest game engines, like Unreal 4 and Unity
  • An understanding of game mods and how they interact with the base game, including compiling, updating and installation (Sourcemod, metamod, rust-oxide)
  • A strong desire to investigate and learn, while assisting others within the team
  • The ability to adapt solutions and think on your feet when faced with difficult issues or complex tasks
  • Experience working on a shift based rotation
  • Knowledge of infrastructure-as-code tools like Puppet.
  • Familiar with widely open source technologies like Kibana/Logstash
  • Experience coding with Golang
  • A true team player. Heroes, please don’t apply

Who We Are // About Unity

Unity is the creator of the world’s most widely-used real-time 3D (RT3D) development platform, providing content creators around the world with the tools they need to build rich, interactive 2D, 3D, VR and AR experiences. In fact, apps made with Unity reach 2.7 billion devices worldwide, and were installed more than 24 billion times in the last 12 months. 

The global engineering team keeps Unity at the forefront of technology and — working alongside partners like Magic Leap, Google, Facebook, Oculus and Microsoft — ensures optimized support for the latest technology and platforms. Unity is powering the real-time revolution, expanding beyond games and breaking into other industries including automotive, film, architecture, engineering, construction and more.

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-SE1

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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! Work at Unity includes a ton of flexibility, depending on your role, the needs of your team and ultimately the way you and your team work best together.

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