Player Support Specialist

Jagex: The Runescape Company; Cambourne; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Private Healthcare

Discretionary annual performance bonus

Minimum 6% Pension contributions

Life Insurance

Enhanced family leave policies

Flexible working hours

25 days annual leave + Bank holidays

Job summary

Jagex: The RuneScape Company is seeking a Technical SME within the Player Support team to own the technical delivery of live games across cloud and on-premise infrastructure, online game systems, and live-ops issues affecting millions of players.

You will diagnose complex problems, drive projects to completion, mentor first-line agents, and collaborate with stakeholders across the business to ensure smooth player experiences. Flexible working options available with a Cambridge-based office.

Qualifications

• Customer-facing experience in fast-paced environments requiring calm under pressure.
• Understanding of cloud and on-premise infrastructure and how they support online games.
• Proven ability to define, plan, and deliver projects with competing priorities.
• Strong collaboration skills across multiple teams and levels of the organisation.
• Willingness to learn quickly about game systems and live operations.

Responsibilities

• Act as the Technical SME within Player Support and across the wider business - building expert-level knowledge of our infrastructure, online game systems, and how technical issues affect players.
• Identify, own, and drive projects and initiatives to completion - both reactive (supporting releases and live operational changes) and proactive (improving player experience and Player Support services).
• Collaborate with stakeholders across Jagex to support key milestones, releases, and technical issues - coordinating work and communicating clearly across teams under pressure.
• Act as the Voice of the Player internally - identifying player issues, escalating them to the right people, and seeing them through to resolution.
• Handle complex player enquiries with professionalism and quality, and provide support and feedback to first-line support agents.

Skills

Customer-facing experience

Infrastructure concepts

Project management

Stakeholder engagement

Linux experience

Job description

Office location: Cambridge, UK – This position can accommodate flexible working options. Candidates must be based (or willing to relocate) within a comfortable commuting distance of our Cambridge office to attend onsite as required.

Application Closing Date: 16th November

Are you someone who thrives under pressure, digs into technical problems until they’re solved, and brings genuine care to every player interaction?

As our Technical SME within the Player Support team, you’ll be the internal expert on the technical side of how our games are delivered across cloud and on-premise infrastructure, online game systems, and the operational issues that come with running live games for millions of players. Your job is the complex stuff that requires real judgement, cross-team coordination, and genuine technical understanding.

What you’ll be doing:

• Act as the Technical SME within Player Support and across the wider business - building expert-level knowledge of our infrastructure, online game systems, and how technical issues affect players.
• Identify, own, and drive projects and initiatives to completion - both reactive (supporting releases and live operational changes) and proactive (improving player experience and Player Support services).
• Collaborate with stakeholders across Jagex to support key milestones, releases, and technical issues - coordinating work and communicating clearly across teams under pressure.
• Act as the Voice of the Player internally - identifying player issues, escalating them to the right people, and seeing them through to resolution.
• Handle complex player enquiries with professionalism and quality, and provide support and feedback to first-line support agents.

What we’re looking for:

• Resilient, customer-facing experience - you’ve worked in a fast-paced environment where quick decisions matter and you’ve learned to keep your composure when things get difficult.
• An understanding of infrastructure concepts - how cloud and on-premise systems work, and how online games depend on them. You don’t need to be an engineer, but you need to be genuinely curious about this and willing to build your knowledge quickly.
• Proven project management skills - you can identify a problem, build a plan, and see it through to completion while managing competing priorities.
• Strong collaboration and stakeholder engagement skills - you’re comfortable working across multiple teams, communicating complex issues clearly, and building trust with people at all levels.
• Proactive, adaptable, and comfortable making decisions independently when leadership isn’t available. Live operations moves fast; we need someone who moves with it.
• Linux experience and any hands‑on technical background are an advantage, though not required.

What we offer:

• Private Healthcare, including Dental Plan.
• Discretionary annual performance bonus.
• Minimum 6% Pension contributions.
• Life Insurance.
• Enhanced family leave policies from day 1.
• Flexible working hours.
• 25 days annual leave + Bank holidays & the option to buy/sell holidays + so much more!

Right to Work Statement

This role is only open to applicants who have the permanent right to work in the UK. We are unable to provide or take over visa sponsorship for this position, either now or in the future. Applicants must therefore be able to demonstrate their ongoing eligibility to work in the UK without the need for employer sponsorship.

About Jagex

We are Jagex: The RuneScape Company. Home to one of gaming’s most enduring success stories. We create deep, community-powered games with worlds that evolve, inspire, and endure. Our flagship MMORPG franchise, RuneScape, has welcomed over 300 million player accounts, inspiring generations of players across PC and mobile for 25 years. For more information, visit www.jagex.com.

As we begin our 26th year, we are accelerating our strategy to expand RuneScape into a broader ecosystem of forever games and connected experiences, grounded in a renewed commitment to integrity and fair play. This includes the reduction of monetisation mechanics, as well as the launch of RuneScape: DragonWilds into Steam Early Access in 2025, representing a major step in building a multi‑genre future for the RuneScape universe. We remain focused on building enduring worlds, empowering player‑led innovation, and laying the foundations for the boldest era in RuneScape’s history.

Headquartered in Cambridge, United Kingdom, we are home to passionate creators, storytellers, engineers, and even a few dreamers, all united by a single mission to shape the future of online worlds and empower players to make them their own. We’re looking for people to join us who share our ambitions and values. We foster an inclusive workplace built on trust, autonomy, and a shared passion for creating experiences that inspire our communities.

Our values guide everything we do: We Embrace Fellowship by collaborating and sharing openly. We Hone our Craft by always learning and improving; We Honour our Vows by being honest and transparent; We are our Customers’ Heroes by striving to understand our team & player needs, and We Seize The Day by making the most of every opportunity.

Join us. The next era of RuneScape and the next chapter of Jagex: The RuneScape Company starts now.

Inclusion & Accessibility Statement

We are committed to providing equal opportunities and creating an environment where everyone can thrive. We welcome applications from all backgrounds, and we recruit, develop, and promote based on merit and ability.

If you require any reasonable adjustments to support you during the recruitment process, please let us know when you’re invited to interview.