Position: Support Engineer (Late Shift)
Company: Scopely
Experience required: 2y
Category: Support
English level: upper
Published: 2022-09-01T00:00:00+03:00

We are looking for a Support Engineer (Late Shift) to help us grow Playgami to be the best SaaS B2B gaming platform ever. You will be working with a growing team that plays a significant role in the success of our games and our in-house technology platform Playgami. We work collaboratively to build relationships, resolve issues and train our customers on how to use our products to ensure satisfaction is achieved.

Playgami is the internal team building the SaaS B2B platform for games. We are a team of inner-motivated, ambitious individuals from diverse disciplines and backgrounds who strive to create the world’s best products for game production, operations, and insights while having fun at the same time. We are building products that help operate mobile, web, and PC games, allowing them to segment their players, run targeted campaigns, create experiments, acquire new players, analyze game performance data, and much more.

For this role you will be working with our games based in the US, so we are looking for someone with technical skills but that also wants to stay close to customers at a fast-growing, dynamic company. Our stakeholders, the game teams, will come to you with questions and issues. Your job is to understand the issues and guide teams toward the right solution. This includes, among other things, troubleshooting, assessing integration work, escalating the issue to development teams or finding a workaround that can help them push forward.

A core aspect of the role is to ensure our customer technical queries are managed and resolved as fast as possible, while evaluating and prioritizing issues based on urgency and impact.

You will be a point of contact for all game teams and Playgami, serving as a gatekeeper, to ensure our stakeholder teams have a fully guided integration experience and are satisfied while also keeping our engineers focused on the right work at the right time, minimizing escalations as much as possible.

Location:
Playgami team is mainly based in Barcelona, but we are happy to hire candidates who will be willing to relocate to Barcelona.

Late Shift: Mon, Tu, Wed, Th, Fri from 14:00 - 22:00

What will you do:

•	Act as a primary liaison between games and Playgami teams.
•	Give advice on how to configure and best utilize our products and tools
•	Guide game teams on the integration process, ensuring all different tasks necessary are executed based on priority and completed in a time-sensitive way
•	Provide technical support for the integration tasks and troubleshooting required between the game and the services provided by Playgami.
•	Evaluate and prioritize issues based on urgency and relevance
•	Learn our game teams' environments, enabling other Support Engineers to solve issues unique to each game, escalating to platform teams when unable to resolve
•	Support configuration and setups with main 3rd parties leveraged in our product offering

What you will need:

•	Excellent and effective written and verbal English communication skills
•	Technical background with experience in digital technologies
•	Ability to quickly navigate, learn and understand a variety of codebases and technologies and a willingness to dive deep and get things done
•	Flexibility in working with an ever-growing and changing environment
•	Quick learner and self-starter with excellent analytical and problem-solving skills and a strong sense of customer commitment
•	Ability to understand customer´s needs and suggest solutions
•	Experience in managing multiple stakeholders and projects
•	High curiosity and drive to learn constantly