Developer Support Specialist

Glitch; United States; Remote; USD 65,000 - 100,000; Full time

Job summary

Glitch is seeking a frontline support engineer to bridge our artists and staff with our development pipelines. You will resolve tickets with strong customer care, document fixes, and help keep release work flowing smoothly.

When queues are quiet, you’ll QA dev tools, maintain documentation, and ensure clear, accessible guides for the team. You will triage licenses and access issues, escalate complex problems with clear repro steps, and analyze ticket trends to drive permanent fixes.

Qualifications

• Strong customer service attitude and a calm, helpful demeanor.
• Ability to triage, diagnose, and resolve issues with minimal hand-holding.
• Clear, structured documentation of fixes and steps taken.

Responsibilities

• Front-line resolution between the dev team and users, documenting fixes and keeping release schedules readable.
• Create and manage software licenses and triage access/logging issues.
• Analyze ticket trends and propose permanent fixes for recurring problems.
• QA dev tools before release and maintain end-user documentation.

Skills

Customer focus

Troubleshooting

Documentation

Communication

QA testing

Education

B.Sc. in Computer Science or related field

Tools

Ticketing system

Dev tools

Job description

About us

We are a creative entertainment company based in Sydney. We make IP-driven products that fans love spanning animation, consumer products, publishing, games and licensing. Our tech team builds the pipelines and tools that keep our artists and production teams working, and as the studio has scaled, so has the volume of people who need help.

The opportunity

Our support ticket volume has grown significantly as the studio has scaled, and it isn't going back down. Right now those tickets land on the senior engineers who build our pipelines, and every ticket is an interruption to development work. We need a dedicated front-line owner whose first instinct is great customer care: someone who makes artists and staff feel heard, communicates clearly, and follows through until the problem is actually solved.

A customer service attitude is the most important thing you bring, but you'll also have enough dev skill to fix straightforward issues yourself rather than routing everything upward, and the judgment to elevate the complex ones with clear context. When queues are quiet, your focus shifts to QAing dev tools before release and maintaining documentation across the tech team, so problems get caught before they ever reach an artist.

What you will own

• Front-line resolution. You are the buffer between the dev team and everyone who needs a quick fix. You resolve tickets directly with genuine customer care, document the fix, and keep release schedules predictable by keeping interruptions off the builders.
• License and access management. You will create and manage software licenses, and triage and manage easy-to-fix tickets involving logging and access issues, handling them cleanly so they stay off the builders' plates.
• Trend analysis. Many of our tickets concentrate on a handful of systems. You will spot the patterns, flag holistic pipeline issues, and turn problems that get re-solved individually into permanent fixes.
• Tooling QA and documentation. You will QA dev tools before they reach team members, where catching issues is far cheaper than after rollout, and maintain a consistent, current documentation standard across the tech team.

Day to day you will

• Triage, resolve, and document incoming support tickets across our pipeline tools and systems.
• Create and manage software licenses, and triage and manage easy-to-fix logging and access tickets.
• Escalate complex issues to the right engineer with clear reproduction steps and context.
• Analyze ticket trends and propose permanent fixes for recurring problems.
• QA new and updated dev tools before release.
• Maintain and improve end-user documentation, keeping a consistent style across the team.
• Communicate with artists and staff in plain language, with patience and care.

What success looks like in year one

• Senior engineers are measurably freed from interrupt-driven support work.
• Resolution times come down, with fewer tickets sitting open past a week.
• Recurring issues on our most-affected systems are converted into documented, permanent fixes