Support Engineer Tier 3 (Russian Speaker)

1 Month ago • 2 Years +

Software Development & Engineering

Job Description

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

Add these skills to join the top 1% applicants for this job

communication

problem-solving

team-player

data-analytics

game-texts

kibana

postman

sql

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