Service Operations Engineer - USA

Appcharge; Sydney; On-site; CAD 80,000 - 100,000; Full time

Job summary

A fast-growing tech company in Sydney is seeking a Service Operations Engineer to provide world-class technical support to leading mobile game publishers. You will be responsible for resolving complex issues while collaborating with engineering and product teams. The ideal candidate has over 5 years of experience, excellent communication skills, and a strong understanding of web technologies. This role requires a willingness to participate in a 24/7 on-call rotation for critical incidents.

Qualifications

• 5+ years of proven experience in a technical customer support role.
• Excellent verbal and written communication skills in English.
• Strong troubleshooting skills with a customer-first mindset.

Responsibilities

• Provide Tier 2/3 support for internal and external stakeholders.
• Communicate directly with customers via email and video calls.
• Troubleshoot and resolve technical issues using best practices.

Skills

Technical troubleshooting

Customer communication

Problem-solving

Web technologies

SQL

Education

Bachelor’s degree in Computer Science or related field

Tools

New Relic

Datadog

Chrome DevTools

Job description

Appcharge is the direct-to-consumer platform for mobile games. We help game studios sell digital goods directly to their players — skipping the 30% store commissions from Apple and Google. That means more revenue for studios, and a closer connection to the players who love their games.

Appcharge powers web stores and in-app payments for over a third of the world’s top-grossing mobile titles. Backed by $89M from leading investors and publishers like Supercell and Playrix, we’ve grown 14x in the past year and now process over half a billion dollars annually.

We’re growing fast, building with intention, and helping the biggest names in gaming take back control of their business.

As a Service Operations Engineer you will provide world-class technical support to some of the biggest mobile game publishers in the world.

You’ll work closely with engineering, support, and product teams to resolve complex technical issues, improve support processes, and ensure our partners are always up and running.

If you’re passionate about solving problems, thrive in a fast‑paced tech environment, and want to make an impact at a rapidly growing company – we want to meet you.

Responsibilities

• Provide Tier 2/3 support for internal and external stakeholders, ensuring top‑tier service and minimal escalations to R&D
• Communicate directly with customers via email, Zendesk, and video calls
• Build and manage customer‑facing support resources, including FAQs and playbooks
• Troubleshoot and resolve technical issues across a range of environments, using best practices and cross‑team collaboration
• Interface with engineering, product, and customer success teams to investigate and resolve complex issues
• Monitor and prioritize incoming technical issues to ensure timely resolution
• Manage and lead critical customer escalations, including during off‑hours on‑call rotations

Requirements

• 5+ years of proven experience in a technical customer support role with a strong track record of resolving complex issues
• Excellent verbal and written communication skills in English
• Strong troubleshooting skills with a results‑driven, customer‑first mindset
• Hands‑on experience with logging and monitoring solutions like New Relic, Coralogix, Logz.io, Datadog, or similar
• Solid understanding of web technologies and client/server architecture
• Familiarity with web debugging tools (e.g., Chrome DevTools, Fiddler, etc.)
• Highly organized, independent, and comfortable working in a fast‑moving startup environment
• Willingness to participate in a 24/7 on‑call rotation for critical incidents
• Experience with SQL - Advantage
• Previous experience supporting SaaS or SDK‑based platforms - Advantage
• Bachelor’s degree in Computer Science, Software Engineering, or a related field - Advantage