Senior Live QA Technician

SEGA; Horsham; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading video game publisher in Horsham is seeking a Senior Live QA Technician to monitor and report game issues, ensuring high-quality player support. The ideal candidate will have experience in Live QA or customer service and a passion for strategy games. This role offers the chance to collaborate with multiple teams before and after game releases. Competitive compensation and a hybrid working model are available.

Benefits

Additional health insurance

Annual discretionary studio bonus

Defined career development pathways

Monthly food vouchers

Free games and merchandise

Free breakfast

Qualifications

• Experience in Live QA, customer service, or a similar role.
• Familiarity with development cycles for software/games.

Responsibilities

• Monitor and report defects reported by the community.
• Support game launches and relay feedback to stakeholders.
• Prioritize tasks and provide clear communication to teams.

Skills

Time management

Customer support

Communication skills

Methodical approach

Passion for video games

Tools

Microsoft Office

Jira

Job description

This position is great for those with looking to make a move into development QA and be part of testing our award-winning series of Total War games. The role involves supporting launches across a range of titles that are currently in development as well as our back catalogue titles. As a Senior Live QA Technician, you will have the opportunity to work alongside multiple teams including Development and community to actively find, reproduce and log issues raised by our players. We are looking for someone with very strong communication and organisational skills who enjoys playing Total War and other strategy games who can apply a methodical approach to supporting titles prior to and post release for issues raised by players. They will need to be able to work with various disciplines within game development to collate reports from trawling various channels to elevate key issues and priorities. They should also have a strong understanding of excellent customer service to deliver outstanding customer support.

The ideal candidate will have experience with Total War titles and have previous experience in either a Live QA, customer service, client support or a similar role. They will be familiar with development cycles for software/games and can work independently when required to complete tasks in the given time frames. They will have experience working to deadlines and be able to give objective, constructive assessments of titles and features.

Key Responsibilities

• The primary functions of the role are to monitor, find and report defects reported by the community and aid in the reproducing of issues as required, support game launches and relay key feedback to stakeholders across multiple departments and the development team.
• You will be responsible for ensuring our titles are supported pre and post release. You will thoroughly monitor social media spaces and forums to locate issues, judge priority and reproduce them.
• You will be able to prioritize tasks and work independently when required, supporting the team when the lead is absent, focusing on delivering meetings and reports to the highest standard and co-ordinate with the wider Total War team.
• Working with the Wider development team, you will aim to provide the highest quality support for each release within given deadlines. This will be achieved primarily through the logging and communicating of concise defects with the correct classification and Player support.

Knowledge, Skill and Experience

Essential

• Proficient time management and organisational skills, able to handle multiple tasks and meet set deadlines and priorities including the ability to adapt to change.
• Customer Support experience or relevant experience showcasing the ability to understand and empathise with players while communicating with them professionally.
• Excellent written and verbal communication skills with the ability to relay important information in the most suited format and to judge priority of information.
• Previous Senior QA Experience working in Games or Technical Customer Support expe
• A familiarity of Microsoft Office suite of software.
• Ability to follow set process and a methodical approach when investigating issues.
• Wide ranging experience playing a variety of PC video games including the grand strategy genre of games.
• A passion for video games and a desire to be part of the creative process involved in developing video games.

Desirable

• Experience playing a wide range of titles in the Total War franchise both new and old.
• Experience of Community forums/social media interactions.
• Knowledge of the development process and the various disciplines involved.
• Experience using bug and task tracking software ie Jirau.
• Knowledge of PC hardware and software on multiple platforms.

About Creative Assembly

Creative Assembly crafts deep and detailed games that last, entertaining millions of players across the globe for decades. We are all game makers and we care deeply about the experiences we create. We empower our teams to make significant contributions to our games, supported by skills development and growth opportunities.

We are located in Horsham, UK and Sofia, Bulgaria.

Most roles at Creative Assembly are hybrid; what this looks like will be discussed during the interview process. For many teams this is 3 days a week in the studio. CA has the right to change requirements based on the needs of the business.

We offer many benefits to support you and your family including:

• Additional medical and dental health insurance for you, your partner and kids, life insurance, and free health care screening
• Additional holiday allowance plus full studio closure over the Christmas and New Year period, as all Bulgarian Bank holidays
• Annual discretionary studio bonus
• Defined career development pathways and personalised training support including; SEGA Dev Day, internal masterclasses, prestigious creative workshops, on-site training with renowned specialists and global conference attendance
• Public transportation card
• Monthly food vouchers
• Wellbeing support with an employee assistance programme
• Free games and merchandise plus access to our extensive games library
• Free breakfast every day - toast, cereals, yoghurts, fresh fruit, soft drinks and more in our fully stocked kitchen
• Options for subscribing to additional health, wellness and sports services
• Office massages
• Studio parties for you and your family; such as our Summer and Christmas parties, Children’s day party, wrap parties for game releases

Our studio sites have disabled access. We are an equal opportunities employer and encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity, religion or belief.

Note to Recruitment Agencies: SEGA Europe Limited and our studios do not accept unsolicited candidate introductions from unauthorised third parties. For the avoidance of doubt, SEGA Europe is not liable for any fees, compensation or any other costs associated with the introduction of a candidate or recruitment services unless and until an agreement has been duly executed. Further details can be found here.