Developer Support Engineer, Cloud Services

The opportunity
As a Developer Support Engineer (DSE), you will be working closely with and supporting some of the biggest names in gaming today. You will also be a part of both the local and distributed team of DSEs covering all timezones across a 24/7 remit, being the first point of contact for our user’s technical needs. You will play a key part in keeping some of the most prestigious games operational at all times and need to be adept at responding swiftly but articulately to our customer requests, as well as solving challenging technical issues on their behalf or escalating to other senior technical teams when required.

You’ll love and thrive in an expeditious live operational environment where the pace is never slow, actively observing, supervising and taking action on multiple conflicting priorities simultaneously. Your keen attention to detail and forward thinking approaches to troubleshooting will drive your and our end user’s success.

Does this sound exciting to you? If you're a technical expert with your fingers on the pulse of the latest groundbreaking hosting, gaming and cloud tech, we want to hear from you!

What you'll be doing

• Be responsible for customer requests and tickets within committed SLA response times, whilst delivering outstanding customer experience with clear and effective interpersonal communication
• Ensure detailed understanding and troubleshooting of user’s needs across our variety of Unity Games Services products
• Proactive support and supervising of key metrics and alerts from our products
• Be comfortable escalating issues to relevant senior internal cross-functional technical teams when needed, support users and internal teams by assuming relevant roles within a defined incident management process
• Build relationships with third party vendors to check, maintain or replace hardware as well as identify and fix network related issues

What we're looking for

• Customer-facing technical support capacity with hosting/IaaS/cloud products and services
• Proven record of experience with Linux and Windows server administration (including SSH/remote desktop/networking tracing tools etc.)
• High proficiency in spoken and written English
• Comfortable with working hours that include shift patterns of work (5 days on, 2 days off); weekend shifts and working national holidays are included as normal working hours in this role
• Knowledge of critical issue policies and how to utilize them efficiently, especially in a live operations setting

You might also have

• Worked as part of a global shift-orientated team
• Experience in writing technical documentation
• Video game obsessed - you know your latest Call of Duty from your Fall Guys!
• Experience working in the gaming industry, ideally backend systems for online games
• Previous experience with Unity engine

Additional information

• Relocation support is not available for this position.
• Work visa/immigration sponsorship is not available for this position

Life at Unity
Unity [NYSE: U] is the leading platform to create and grow games and interactive experiences. Creators, ranging from game developers to artists, architects, automotive designers, infrastructure experts, filmmakers, and more, use Unity to bring their imaginations to life across multiple platforms, from mobile, PC, and console, to spatial computing.

As of the third quarter of 2024, more than 70% of the top 1,000 mobile games were made with Unity, and in 2024, Made with Unity applications had an average of 3.7 billion downloads per month. For more information, please visit Unity.

Unity is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, disability, gender, or any other protected status in accordance with applicable law. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know.

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity.

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