Customer Support Specialist (Space Engineers)

kswh; Deutschland; Hybrid; EUR 52.000 - 76.000; Vollzeit

Benefits dieser Stelle

Remote-friendly CET ±2h

Hybrid-by-default

25 days annual leave

In-house gym and team events

Zusammenfassung

kswh in Germany seeks a Senior Customer Support Specialist focused on sandbox engineering games. You will bridge players and developers, monitor sentiment across Steam, Discord, and forums, and distill signals into actionable insights.

Role requires extensive experience with live games, strong English communication, and the ability to convey complex topics to both players and developers. Remote-friendly with CET +/- 2 hours and Prague studio options.

Qualifikationen

• Three or more years of professional experience in customer support or community management.
• Strong understanding of video game communities and how players interact with live, actively developed games.
• Fluent written and spoken English.
• Ability to communicate complex topics clearly, especially in sensitive situations.
• Analytical judgment turning qualitative feedback into meaningful trends and insights.
• Experience working with developers, producers, QA, or designers, and familiarity with ticketing or feedback-tracking tools.

Aufgaben

• Monitor player feedback and sentiment across Steam reviews, Discord, support portals, and forums.
• Respond to player questions in a clear, professional, and helpful tone.
• Distinguish isolated complaints from broader patterns and categorize issues (bugs, usability, design feedback, communication gaps).
• Convert community feedback into structured, actionable insights for production, QA, game design, and other teams.
• Escalate technical issues with sufficient context rather than forwarding comments.
• Communicate development decisions back to players and maintain FAQs and troubleshooting guides; identify communication gaps and risks.

Kenntnisse

Customer support

Community management

Analytical thinking

Stakeholder communication

Tools

Ticketing systems

Feedback tracking tools

QA tools

Jobbeschreibung

Role overview

A Customer Support Specialist role focused on sandbox engineering games, acting as the bridge between the player community and the development studio. The role goes beyond ticket handling: it monitors sentiment across Steam, Discord, support portals, and forums, distills that signal into actionable insights, and helps communicate decisions back to players. It is suited to a senior, proactive support professional with strong analytical judgment and comfort engaging directly with developers.

Responsibilities

• Monitor player feedback and sentiment across Steam reviews and discussions, the support portal, Discord, and other relevant community channels.
• Respond to player questions and concerns in a clear, professional, and helpful tone.
• Distinguish isolated complaints from broader patterns and categorise issues as bugs, usability problems, design feedback, or communication gaps.
• Convert community feedback into structured, actionable insights for production, QA, game design, and other development teams.
• Escalate technical issues and player-impacting problems with sufficient context rather than forwarding individual comments.
• Communicate development decisions back to players clearly, maintain FAQs and troubleshooting guides, and proactively identify community risks and communication gaps.

Requirements

• Three or more years of professional experience in customer support, player support, or community management on PC and/or console games.
• Strong understanding of video game communities and how players interact with live, actively developed games.
• Fluent written and spoken English, with the ability to communicate complex or sensitive topics clearly.
• Composure and professionalism when dealing with frustrated or highly critical players.
• Analytical judgment with experience turning qualitative community feedback into meaningful trends and insights.
• Experience working directly with developers, producers, QA, or designers, and familiarity with ticketing, community management, or feedback-tracking tools.

Nice to have

• Ability to understand technical and game-development topics well enough to explain them accurately to players.
• Experience creating or maintaining FAQs, troubleshooting guides, knowledge bases, or other player-facing documentation.

Benefits and work setup

• Remote-friendly within CET plus or minus two hours, with a Prague-based studio available for those who want it.
• Hybrid-by-default approach with low bureaucracy and fast decisions.
• 25 days of annual leave plus flexible sick leave.
• Modern offices with quiet focus zones, a garden, gym and shower, bike storage, and lunches prepared by in-house chefs.
• Regular team breakfasts, workshops, BBQs, game nights, and team-building events.