Player Support Specialist

Firewalk is looking for a Player Support Specialist interested in solving challenging problems to help deliver a great gaming experience for our players.
As a part of the Player Support Team within the studio, you will report to Player Support Lead, and contribute to development of runbooks required to solve player support issues. You will be responsible for investigating player support tickets, working with the development team to resolve the problem to the best of your ability.

WHO YOU ARE

• An experienced Player Support or QA professional with a passion for multiplayer games.
• An effective and empathetic collaborator that cares deeply about fostering strong cross-functional relationships and healthy teams.
• Committed to creating and maintaining high-quality, inclusive, and positive player experiences.
• Interested in learning the inner workings of the game systems, data architecture, and backend systems that power the game.
• As a member of QA or Player support, you have helped investigate complex bugs or issues – that required deep dive into the implementation, AB testing, sifting through logs etc.
• You approach a problem through analytical mindset, allowing data to corroborate your thesis helping you prioritize and elevate the impact of player facing issues.

WHAT YOUR DAY MIGHT LOOK LIKE

• Work with your Player Support Lead to triage incoming issues, assessing their priority and impact.
• Use the Player Support Tooling to resolve issues on behalf of players.
• Communicate with player base through the ticketing process to gather additional information, providing status on given issues.
• Advocate for improvements to the overall process, tools available to solve issues faster.
• Work with Technical Production and Engineering teams to solve complicated problems and provide report/analysis to your lead for future improvements.
• Work alongside live operations teams to understand the incoming patches and potential impact on player support.

QUALIFICATIONS

• 3+ years of experience as a Player Support Agent or Technical QA member helping solve issues happening in live environments.
• Familiar with commonly used support ticketing platforms and bug tracking software such as JIRA.
• Experience working cross-functionally with technical teams to identify and solve problems.
• Familiarity with basics of game engine architectures and backend systems used in multiplayer games is a plus.