Technical Support Engineer

Technical Support Engineer

  • Shanghai
  • Gaming and Production

At Improbable, we’re bringing together technology and games to create new opportunities and experiences. In order to achieve this, we need unique perspectives from diverse people, empowered to revolutionise how online games are made, delivered and paid for.

We believe one of the biggest, most impactful changes to the way we live our lives is going to come from the medium of games. Realising new communities, societies and vocations through virtual worlds is what drives our people and gives them purpose.

英礴相信,在未来,新的虚拟世界将增强人类的体验,变得像现实世界一样有意义、持久和丰富。我们称之为多元自我,并相信游戏是未来虚拟世界的基础。

开发者在游戏开发中面临着各种各样的风险——从游戏设计到制作效率再到发行规模。我们的产品SpatialOS目标是提供下一代游戏开发技术,帮助降低这些风险并实现对游戏未来至关重要的创新。

我们相信中国在游戏领域处于世界领先地位,而下一代游戏世界将由繁荣的中国游戏开发者实现。我们正在寻找优秀人才加入我们的上海办事处,我们的核心枢纽和亚太业务总部

Your Mission / Impact

技术支持工程师将和我们团队的成员一起来把我们最先进的技术递交给客户,确保客户的要求和遇到的问题最高效的在英礴内部得到解决;从而和客户一起制作最激动人心的多人游戏;你将会是我们内部中最重要的流程管理者和执行者之一,负责协助我们的客户项目经理追踪客户的票单,同时负责和这些票单有关的公司内部的各个团队之间的交流;我们需要您在这个职位上有不断改善现有流程的勇气,同时对解决和追踪问题有着非同一般的执著。同时这个职位会给你带来非凡的内部和外部项目体验,极大的满足你的成就感。

Technical support engineers will work with our team members to deliver our most advanced technologies to customers to ensure that customer requirements and problems are most efficiently addressed within Improbable; To work with customers to create the most exciting multiplayer games;

You will be one of the most important process managers and executors in our company. You will be responsible for assisting our customer project managers in tracking customer tickets and communicating with the various teams within the company related to those tickets.

We need you in this position to have the courage to continually improve existing processes, as well as an extraordinary commitment to solving and tracking problems.

At the same time, this position will bring you extraordinary internal and external project experience, greatly satisfying your sense of accomplishment.

Responsibilities:

  • 高效、准确地识别和解决客户问题。
  • 通过跟进服务工单和引导升级必要的案子来掌握客户需求。
  • 与我们的内部工程团队合作,分流技术问题。
  • 与我们的社区团队合作,整理引擎集成、文档和指导教程的反馈。
  • 与我们的开放平台社区互动,为客户提供直接支持,并与团队互动,提供快速响应。

  • Identifying and troubleshooting customer issues efficiently and accurately.
  • Taking ownership of customer needs by following up with tickets, and escalating internally where necessary.
  • Working with our internal engineering teams to triage technical issues.
  • Working with our community teams to collate feedback on our engine integrations, documentation, and tutorial content.
  • Engaging with our open platform community, and providing direct support to customers as well as engaging with the team to provide quick responses.

Requirements

  • 优秀的团队协作能力;
  • 对软件项目的运作有比较好的洞见;
  • 能熟练的使用问题追踪软件,如JIRA;
  • 擅长分析复杂事件的来龙去脉;
  • 优秀的表达和交流能力;很好代码阅读能力,包括(不限于)以下语言:C/C++, JAVA, Objective-C 等;

  • Explain what skills the candidate has and why they are important/necessary to the business (focus on impact this will have, milestone it will achieve, feature it will unlock, etc)
  • Excellent team work ability;
  • Good insight into the operation of software projects;
  • Proficient in using problem tracking software such as JIRA;
  • Good at analyzing the context of complex events;
  • Excellent communication skills;
  • Good code reading skills, including (but not limited to) C/C++, JAVA, Objective-C, etc.
Equal Opportunity
The best ideas are often the least expected and require new ways of thinking; that’s why our teams at Improbable are made up of an incredible range of talented people. Improbable is proud to be an equal opportunity employer. We do not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.