Customer Success Engineer

In the first three months you will be

• The first point of contact for our game team developers for questions, inquiries and issues
• Growing your own and our internal knowledge base of our technical products
• Diagnosing, troubleshooting, researching and identifying solutions to issues
• Setting up a support pipeline together with IT, the Product Owner and Technical Lead for transparency and metrics
• Collaborating with the PO and QA to create a process for bug reporting and escalation to the internal teams

In the next 6 months, you'll be

• Collaborating with the PO and Technical Lead to set up and ensure SLAs
• Set up and refine an onboarding process for new game teams
• Giving the PO feedback on the issues the game team developers face, and actively proposing solutions
• Creating a plan to scale the Developer Happiness department, including creating playbooks.

As a Customer Success Engineer, you have the following qualities

• You thrive on investigating and solving problems, and love technical challenges
• You have proven work experience in a technical support role (Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician)
• Good understanding of computer systems, mobile devices and other tech products
• Familiarity with remote desktop applications and help desk software (e.g. Zendesk)
• BS degree in Information Technology, Computer Science or relevant field preferred
• Fluent in French and English
• Unity programming experience is a plus