Support Engineer Tier 3 (Russian Speaker)

Moon Active is seeking an experienced Technical Support Engineer Tier 3 (Russian Speaker) to join their Customer Relations team in Tel Aviv, Israel. This role involves managing game escalations, performing in-depth troubleshooting, analyzing game logs and analytics, leading technical maintenance events, and collaborating with various teams to provide high-quality solutions for complex player issues.

Must Have

• Manage game escalations (business and technical)
• Perform in-depth troubleshooting (analytics events, game logs)
• Research, diagnose, and identify solutions for player issues
• Lead game campaigns and technical maintenance events
• Manage game releases (Apple/Android platforms, KPIs, crash rates, ANRs)
• Provide solutions for complex escalated issues
• Collaborate with Business, Operation, Support, and R&D teams
• 2+ years experience in Tier 2, Technical Support, or Production Engineer role
• Proven experience with SQL and data analysis
• Experience with system log analysis (Kibana/Coralogix)
• Experience with observability systems, monitoring, and alerting (NewRelic, Datadog)
• Experience working with REST APIs and WebSocket (Postman / hoppscotch)
• Excellent verbal communication skills in Hebrew, English, and Russian

Description

Moon Active is one of the world’s fastest-growing mobile game companies, providing entertainment to millions of active users across the universe.

We’re looking for an experienced Technical Support Engineer with a creative mind and extraordinary problem solving skills to join our team. The team aims to provide immediate, high-quality solutions to any issues rising directly from our game.

Responsibilities

• Managing game escalations, including business and technical aspects
• Performing in-depth troubleshooting including analytics events, reading and analyze game logs
• Researching, diagnosing, troubleshooting and identifying solutions to resolve players issues
• Leading game campaigns and technical maintenance events end 2 end
• Managing game releases, including rollouts on Apple/Android platforms, tracking rollout KPIs, crash rates and ANRs
• Providing solutions for complex issues that were escalated by other support levels
• Collaborating with the Business, Operation, Support and R&D teams

Requirements

• 2+ experience in Tier 2, Technical Support, Production Engineer or similar role
• Proven experience with SQL and data analysis
• Experience with system log analysis (Kibana/Coralogix)
• Experience with observability systems, monitoring and alerting (NewRelic, Datadog etc..)
• Experience working with REST APIs and WebSocket (Postman / hoppscotch)
• Ability to understand flows and provide creative troubleshooting solutions
• Multi-tasker, self-learner, highly motivated and a team player
• Strong capabilities building organized processes and structured formal documentation.
• Excellent verbal communication skills in Hebrew, English and Russian