Technical Support Engineer

Shanghai
Gaming and Production

At Improbable, we’re bringing together technology and games to create new opportunities and experiences. In order to achieve this, we need unique perspectives from diverse people, empowered to revolutionise how online games are made, delivered and paid for.

We believe one of the biggest, most impactful changes to the way we live our lives is going to come from the medium of games. Realising new communities, societies and vocations through virtual worlds is what drives our people and gives them purpose.

Your Mission

will be to work with our engineering teams to take ownership of customer needs, by following up from tickets and communicating updates with and between internal teams. You will be the face of Improbable for our customers, and you will be responsible for providing quick and sound responses to customer questions and issues.You will be part of fostering a strong community around our open platform, to share ideas and support each other.

Responsibilities

  • Identifying and troubleshooting customer issues efficiently and accurately
  • Taking ownership of customer needs by following up with tickets, and escalating internally where necessary
  • Working with our internal engineering teams to triage technical issues
  • Working with our community teams to collate feedback on our engine integrations, documentation, and tutorial content
  • Engaging with our open platform community, and providing direct support to customers as well as engaging with the team to provide quick responses

Competencies

  • Competent in at least 1 programming (C#, C++, Java, etc.) or general purpose scripting language (Python, JavaScript, etc.)
  • Strong collaboration skills, with an ability to adapt to different levels of technical understanding and an ability to communicate clearly and concisely with both technical and non-technical stakeholders
  • Assertive in following up with internal teams for customer issues
  • Autonomous in picking up incoming tasks and taking ownership
  • Full professional proficiency in both Mandarin and English

The following would be advantageous

  • Games industry experience
  • Production-facing software development experience
  • Previous customer-facing support roles

Equal Opportunity

The best ideas are often the least expected and require new ways of thinking; that’s why our teams at Improbable are made up of an incredible range of talented people. Improbable is proud to be an equal opportunity employer. We do not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.