Job Summary:

• Maintain a deep understanding of system architecture.
• Support from the team to escalate customer issues to the appropriate team (DevOps, IT, Automation, Science, etc).
• Create and improve the Customer IT-to-IT documentation.
• Document and manage Customer IT environment.
• Manage Customer IT-to-IT relationship including meeting with Customer IT teams to explain product functionalities and technical details.
• Provide level 2/3 internal support to other departments and remote employees.
• Leverage best practices and creative problem-solving to provide the best possible experience for clients.
• Monitor platform, and help manage outages and incidents.
• Manage multiple in-flight projects for future state processes/procedures/systems.
• Liaise with internal groups at all levels to remove roadblocks impeding client success.

Skills on Resume: 

• System Architecture Understanding (Hard Skills)
• Customer Issue Escalation (Soft Skills)
• Documentation Improvement (Hard Skills)
• IT Environment Management (Hard Skills)
• IT Relationship Management (Soft Skills)
• Internal Support Provision (Hard Skills)
• Platform Monitoring and Project Management (Hard Skills)
• Internal Liaison (Soft Skills)

Job Summary:

• Supporting and engaging a passionate community of over 1200 clients. 
• Responsible for a portfolio of client accounts,
• Ensure successful client implementation and retention via focused support in specific product areas. 
• Working directly with external customers and internal teams.
• Troubleshoot product issues and strategize successful approaches to solving complex process problems. 
• Participate in advanced trainings for clients, contributing to online and in-person trainings in areas of expertise.
• Answer client emails and phone calls in Veristor’s NOC environment and execute daily NOC escalations, ticketing and communications with clients
• Provide correct routing and escalation to Tier 2 support when situations require
• Monitor all incident and service requests in the ticketing system to ensure that all customers are serviced within the required SLA (Service Level Agreement)
• Monitor server and workstation data backups
• Communicate the status of issues with responsible parties and NOC Management in writing and verbally

Skills on Resume: 

• Client Relationship Management (Soft Skills)
• Technical Troubleshooting (Hard Skills)
• Training and Education (Soft Skills)
• Communication Skills (Soft Skills)
• Service Level Management (Hard Skills)
• Escalation Management (Hard Skills)
• Data Management and Monitoring (Hard Skills)
• NOC Operations (Hard Skills)

Job Summary:

• Respond and resolve requests for technical and operational assistance
• Research and investigate complex issues for product defects and use logs, traces, dumps, debuggers
• Reviews product code, scripts, and other tools as a precursor to involvement by the Product Engineering team.
• Identify and scale situations requiring urgent attention
• Monitor interfaces from/to group applications
• Partner with Management, Engineering & Product release management to highlight customer’s impact and influence the prioritization of defects/issues to create fixes, and documentation enhancement to ensure the satisfaction of customers       
• Continuously expand knowledge of the Customer Success Unit best practices, procedures, and systems
• Identify team training needs and ensure core data management
• Leverage and expand relationships with key internal stakeholders (Engineering& Services) to ensure successful interactions that yield progress
• Continuously expand product and technology expertise across multiple components & act as a subject matter expert for parts of the product

Skills on Resume: 

• Technical Support (Hard Skills)
• Problem Investigation (Hard Skills)
• Code and Script Review (Hard Skills)
• Urgent Issue Identification (Hard Skills)
• Interface Monitoring (Hard Skills)
• Collaboration and Prioritization (Soft Skills)
• Continuous Learning (Soft Skills)
• Training and Development (Soft Skills)

Job Summary:

• Investigate and fix live issues on next-gen MMORTS mobile games using Unity (for multiple platforms) aiming to be played by millions of daily players 
• Work closely with customer support and product when investigating issues and fixing problems 
• Identifying issues and monitoring the live environment 
• Write tools and editor extensions, to streamline debugging 
• Work in a cross-disciplinary team to identify and fix the root cause issues across client, server and platform. 
• Take tasks from a prioritized kanban board 
• Test code extensively and work closely with the QA team to resolve bugs and to hit goals with a high product quality 
• Come up with ways to improve the process, working with other engineers to implement these improvements. 
• Ensure proper transition during shift changes
• Communicate and help prioritize necessary system changes to project and technology teams.

Skills on Resume: 

• Unity Expertise (Hard Skills)
• Problem-Solving Skills (Hard Skills)
• Debugging and Tool Development (Hard Skills)
• Cross-Disciplinary Collaboration (Soft Skills)
• Agile Methodology (Hard Skills)
• Quality Assurance and Testing (Hard Skills)
• Process Improvement (Soft Skills)
• Communication and Prioritization (Soft Skills)