Support Associate

Shockbyte; Colombia; Remote; COP 27,900,000 - 46,872,000; Full time

Benefits offered by this job

Remote work

Flexible hours

Career growth

Home office stipend

Team events

Job summary

Shockbyte is hiring a remote Support Associate to deliver fast, friendly, and reliable support to players and server owners worldwide. You will manage tickets covering technical issues, billing, cancellations, and inquiries, acting as the bridge between customers and our tech team.

Join a fully remote team that values initiative, learning, and collaboration. You will help players stay in-game and support communities across the world, with opportunities for growth and professional development.

Qualifications

• 1-2 years of experience in customer-facing technical support.
• Equivalent hands-on experience or self-taught knowledge in game server management and customer service is valued.
• Experience with multi-ticket environments and strong communication is necessary.

Responsibilities

• Handle customer tickets covering technical troubleshooting, billing, cancellations, and general inquiries.
• Bridge between users and our tech team to resolve issues quickly and accurately.
• Ensure players and server owners can get back in the game with quality support.

Skills

Written English

Problem solving

Ticket handling

Hosting fundamentals

Customer-first mindset

Job description

About Shockbyte

Have you ever had a two-week Minecraft spree, survived in ARK, or raided in Rust? Chances are, you've played on our servers.

Shockbyte's one of the largest game server providers out there, with hundreds of thousands of players worldwide across 60+ supported games. We're looking for talented individuals to join us in shaping the future of multiplayer gaming as we know it.

We don't stop at providing servers, we elevate the experience and make server hosting seamless for every player and studio. Working with us means joining a global team of gamers who live and breathe the worlds we help create. We're passionate about technology, collaboration, and levelling up what multiplayer can be.

At Shockbyte, what matters is your skill and passion. Whether you learned in a classroom, a code editor, or a server console, we value what you can build.

We're looking for people who take initiative, thrive in fast-paced environments, and love solving problems that shape the way millions play together. If you want to turn your gaming experience into something bigger, something that powers communities across the world, Shockbyte is where you can make it happen.

About The Role

We're looking for a Support Associate to deliver fast, friendly, and reliable support to players and server owners around the world.

In this role, you'll handle customer tickets covering technical troubleshooting, billing, cancellations, and general enquiries. You'll be the bridge between our users and our tech, ensuring every player gets back in the game quickly and every issue is handled with care and precision.

Location Type: Fully Remote

You'll Thrive Here If...

• You take responsibility, see things through, and never leave problems unsolved.
• You push objectives forward with bold actions and meaningful impact.
• You're always learning, asking questions, and helping others level up.
• You welcome feedback, value honesty, and put the team above ego.
• You share knowledge openly, make your work visible, and build trust through clarity.

Requirements

Core Skills

• Excellent written communication skills in English, with a clear, friendly, and professional tone
• Strong problem-solving and technical reasoning skills
• Ability to manage multiple support tickets efficiently across billing, cancellations, and technical requests
• Solid understanding of game server environments and hosting fundamentals
• Customer-first mindset. Proactive, empathetic, and solution-oriented in every interaction

Bonus XP

• Experience using WHMCS or Zendesk similar platforms for managing tickets and billing
• Background in game server hosting, customer support, or the broader gaming industry
• Familiarity with FTP, server configuration, or mod/plugin installation
• You love multiplayer games!

Experience & Background

• 1-2 years of experience in customer-facing technical support
• Equivalent hands-on experience or self-taught knowledge in game server management, mod/plugin installation and customer service is equally valued

Benefits

• Remote Work - Work fully remotely, and team up in online in our team Discord
• Flexible Hours - Adjust your schedule around when you're most productive
• Career Growth - Clear pathways to level up your skills and advance your career
• Development Budget - Access courses, certifications, and conferences to stay sharp
• Workspace Support - Get a stipend to upgrade your home office setup
• Virtual Team Events - From trivia and escape rooms to weekly game nights with the team
• Shockbyte Merch Pack - Custom hoodies, shirts, caps, mugs, and stickers made for our crew
• Travel Opportunities - Meet teammates around the world and represent Shockbyte at events
• Free Game Servers - Spin up your own servers and play on us
• Esports & Gaming Events - Free tickets to tournaments and gaming expos