R&D Technical Support Specialist

PLAY, GROW and WIN

To be a part of Virtuos means to be a creator.  

At Virtuos, we harness the latest technologies to make games better and more immersive than ever before. That is why we pride ourselves in constantly pushing the boundaries of possibility since our founding in 2004. 

Virtuosi is a team of experts – people who have come together to share their mutual passion for making and playing games. People with the same enthusiasm for exploring new ideas and the constant drive to excel in their field. People who believe in earning success through dedication.

At Virtuos, we are at the forefront of gaming, creating exciting new experiences daily. Join us to Play, Grow and Win – together.

ABOUT THE POSITION

We are looking for a R&D Technical Support Specialist to bridge the gap between R&D department and game and art production teams while also managing user support for R&D-developed tools and applications. This role will focus on improving communication, gathering user feedback, working with the internal team to resolve tool-related issues, and fostering a collaborative environment.

The ideal candidate is both user-focused and technically adept, capable of understanding game and art production teams' needs and ensuring that R&D’s tools are well supported and effectively integrated into their workflows.

• User Support & Issue Management: Handle support requests, manage communication channels, and provide troubleshooting resources. 
• Feedback & Process Improvement: Gather user insights to provide recommendations and change requests to the internal R&D team. Work with internal production team to align priorities and collaborate with internal communications team on communications and training to users.
• Advocacy & Communication: Promote R&D initiatives, share updates, and strengthen cross-team collaboration.
• Community Engagement: Foster collaboration between R&D and game and art production teams, drive tool adoption, and facilitate feedback sessions.

• Experience in customer support, community management, or technical. communication within a game studio, tech company, or software development team. 
• Exceptional language precision and clarity in English.
• Strong communication and interpersonal skills for engaging with diverse teams. 
• Excellent troubleshooting skills and the ability to manage and prioritize support requests effectively.
• Experience managing support ticketing systems and internal documentation (e.g., Jira, Freshservice, Sharepoint).
• Good understanding of game art pipelines, AI-driven tools, or technical workflows is a plus.
• Business level proficiency in Mandarin is a plus.