Technical Support Engineer (Tier 3)

2 Months ago • 2 Years +

Job Summary

Job Description

Moon Active seeks an experienced Technical Support Engineer (Tier 3) to provide immediate, high-quality solutions to game issues. Responsibilities include managing game escalations (business and technical), in-depth troubleshooting (analytics, logs), researching solutions, leading game campaigns and maintenance, managing game releases (Apple/Android), and collaborating with various teams. The ideal candidate will have 2+ years' experience in a similar role, proficiency in SQL and data analysis, experience with log analysis (Kibana/Coralogix), observability systems (NewRelic, Datadog), REST APIs and WebSockets, and excellent communication skills.
Must have:
  • 2+ years Tier 2/Technical Support experience
  • SQL & data analysis expertise
  • System log analysis (Kibana/Coralogix)
  • Observability systems (NewRelic, Datadog)
  • REST APIs & WebSockets (Postman/hoppscotch)
  • Troubleshooting & solution provision
  • Excellent communication skills

Job Details

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.
  • English - excellent written and verbal communication skill

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About The Company

Moon Active is a developer of social games across multiple platforms (Facebook, iOS, and Android). We make games that offer fun entertainment experiences for everyone to enjoy.Our goal is to develop top-quality games and to connect people, friends, and players from all over the world.

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)

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