Player Support Specialist

Jagex: The RuneScape Company; Cambridge; Híbrido; GBP 70.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private Healthcare

Discretionary annual bonus

Minimum 6% Pension contributions

Life Insurance

Enhanced family leave from day 1

Flexible working hours

25 days annual leave + bank holidays

Descripción de la vacante

Jagex: The RuneScape Company is seeking a Technical SME for Player Support to own and resolve complex technical issues affecting live services. You will build deep knowledge of our cloud and on‑premise infrastructure, coordinate cross‑team efforts, and drive initiatives that enhance the player experience.

You will collaborate with multiple teams, escalating and resolving issues while maintaining high-quality support for millions of players.

Formación

• Experience in fast-paced, high-pressure environments.
• Strong understanding of cloud and on-premises infrastructure.
• Proven ability to manage projects from plan to completion.

Responsabilidades

• Act as the Technical SME for Player Support and cross‑team initiatives; own complex issues end‑to‑end.
• Identify, plan, and drive projects to completion improving player experience and support services.
• Coordinate with stakeholders across Jagex and communicate clearly under pressure.

Conocimientos

Customer-facing

Infrastructure concepts

Project management

Stakeholder engagement

Cross-team collaboration

Adaptable

Decisive

Herramientas

Linux

Descripción del empleo

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. You'll identify and own projects that improve the player experience, act as the Voice of the Player within the business and collaborate with teams across Jagex to resolve the issues that matter most.

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:

When you join Jagex you can look forward to a generous Perks & Benefits package including: 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. 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. For more information, visit www.jagex.com . 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 themselves. We're looking for people to join us who share our ambitions and values. We foster an in