Developer Support Technician - Remote (South Wales) Evenings Required

Rocket Ltd; Remote; GBP 30,000 - 35,000; Full time

Job summary

A gaming technology company in the UK is looking for a Developer Support Technician to manage daily operations in their Mission Control Centre. This remote role involves 24/7 monitoring, incident management, and supporting game server operations. The ideal candidate will have customer service experience and technical proficiency. The position offers a salary of £30,000 – £35,000, along with various benefits including a private pension, professional development, and family-friendly policies.

Benefits

Private Pension via Salary Sacrifice

Optional Private Medical, Dental, and Vision Coverage

Enhanced Annual Leave

Weekly Team Lunches

Supportive and creative working environment

Qualifications

• Experience in a customer facing role.
• Ability to think clearly in high-stress situations.
• Experience in video game live operations preferred.

Responsibilities

• Monitor live services and manage incident response.
• Handle customer requests and tickets within SLA.
• Diagnose and troubleshoot issues efficiently.

Skills

Customer service experience

Analytical mindset

Problem-solving skills

Technical proficiency

Proactive mindset

Tools

Zendesk

Pylon

Jira

Job description

We're looking for a Developer Support Technician to join our team as we build out a new team to support a new product offering. This is a critical role responsible for the day‑to‑day operations in our Mission Control Centre (MCC), the nerve centre for our Live Operations function. You will join a new team executing our 24/7/365 Monitoring and Incident Management processes and keeping our customer's games operating flawlessly. We have recently taken responsibility for Unity's Multiplay game server hosting solution. Initially, you'll be focused on supporting the migration of existing customers and ensuring their technical solution is performing flawlessly. This is a Remote role based in South Wales. Please note we have an office in Cardiff City Centre so you will need to be flexible to come in regularly. The role will consist of 4 x 10 hour shifts with 3 days off per week. Including afternoon and evening shifts with some weekend working to be determined.

Responsibilities

• Operations: Daily operations of the MCC, including monitoring live services, managing incident response, and ensuring optimal performance across all platforms.
• Technical Support: Be responsible for customer requests and tickets within committed SLA response times, whilst delivering outstanding customer experience with clear and effective interpersonal communication.
• 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.
• Player Operations: Operating our customer's games on their behalf. This could include chat moderation, restoring in-game items, appeals against player suspensions, player support and more.
• 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.

You May Also Have

• Experience in video game live operations, with backend systems and game server management.
• Experience working in a NOC or technical support environment, with an understanding of incident response protocols and service level agreements (SLAs).
• Familiarity with data and analytics platforms used for reporting on operational performance.
• Familiarity with help desk/ticketing software (\"e.g., Zendesk, Pylon, Jira.\").
• Experience writing technical documentation and runbooks.

Rocket Science Group is a co‑development game studio specialising in multiplayer, platform services, publishing technology, and live operations for PC, console, and mobile titles. We have teams in Europe and North America and work in partnership with the game industry's top creators.

Salary and Benefits

• Salary: £30,000 – £35,000 + (£2,500 evening shift allowance) dependant on experience and skills.
• Private Pension via Salary Sacrifice; Optional Private Medical, Dental, and Vision Coverage; Enhanced Annual Leave
• Annual Research Credit: We always encourage personal growth, so we provide all of our team members with an annual credit to further enhance your skills!
• Professional Development: We offer biannual reviews, as well as opportunities to collaborate across disciplines, internal tech talks, and the chance to learn from specialists with backgrounds from across the games and software development industries.
• Family Friendly: We understand the importance of family, which is why we offer 6 weeks full of Maternity, Paternity, and Adoption Leave to support you during this exciting time!
• Office Perks: Weekly Team Lunches; Snacks, Including the Good Tea (Yorkshire); Fully Equipped Team Lounge, Including our Favourite Consoles and Games; And, most importantly, a supportive and creative working environment made up of talented and friendly people, as well as the opportunity to work on some pretty cool games and projects.

A Friendly Note from the Recruitment Team: Let us do the work for you: Even if your profile isn't an exact match for all of the qualifications listed above, we still want you to apply. Our team members come from a variety of different industries, not all of which are immediately relevant to game or software development, and we welcome all candidates of similarly varied backgrounds, communities, and identities. Rocket Science is an equal opportunity employer and is committed to providing a worry‑free workplace void of discrimination or harassment. Rocket Scientists are expected to foster and champion an environment in which everyone has the opportunity to feel included and is afforded the respect and dignity they deserve. Rocket Science does not accept unsolicited résumés from recruiters, employment agencies, or staffing firms. #li-remote