Developer Support Technician - Albany, NY

About the Role

We’re looking for a Senior Developer Support Technician to join our team as we continue to build out our new product offering. You’ll be focused on supporting both new and existing Multiplay customers, ensuring their technical solution is performing flawlessly. This is a critical role responsible for the day-to-day operations in our Live Operations team.

What You’ll Do

• Operations: Daily operations including monitoring live services, managing incident response, and ensuring optimal performance across all platforms.
• Technical Support: Be responsible for customer requests and tickets, primarily as an escalation point within the team.
• Absence and Leave Coverage: You will work with your UK based counterpart to cover absence in our Live Operations team.
• Customer Engineering: This role will also include working as part of our CE team providing proactive technical oversight and driving customer success, including managing long term tasks and projects on behalf of customers.
• Internal Customer Advocacy: You will work with our engineering team and wider business stakeholders, including business development to ensure we safeguard the technical quality of our platform on behalf of our customers.
• Develop Processes: Create, refine, and follow policies and procedures for incident management, escalation, and communication to minimise downtime and impact on the player experience.
• Diagnose and Troubleshoot Issues: Utilise monitoring tools to identify root causes efficiently, perform basic debugging to restore backend services quickly during incidents.
• Process Improvement: You will work closely with the leadership team to identify and resolve high priority issues within the organisation and drive for overall improvement in the way we operate.

What We Value

• Customer First Approach: You will have experience in a customer facing role and put customer experience first in all interactions.
• Problem-Solving: The ability to think clearly and make decisive actions in high-stress situations, with a strong analytical mindset.
• Proactive Mindset: A commitment to proactive monitoring and resolution of issues before they become more serious.
• Technical Proficiency: Demonstrated capability in essential technical tasks, including (but not limited to) connecting to and diagnosing server faults, performing basic network debugging, and familiarity with scripting for automation and troubleshooting.

What We Can Offer

• Competitive Salary and Benefits Package: Your health and wellbeing is important to us, so we offer a variety of benefits including: 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, and Work-Life Balance.
• Office Perks: Weekly Team Lunches (plus Snacks!), Fully Equipped Team Lounge, Including our Favorite Consoles and Games, and the opportunity to work on some pretty cool games and projects – if we do say so ourselves!

Pay

The salary for this role is typically within the range of $55,000- $85,000/year.