Technical Support Engineer (Game Services)

About NetEase Games

NetEase Games, the online games division of NetEase, Inc. (NASDAQ: NTES and HKEX: 9999), is a leading global developer and publisher of video game IP across a variety of genres and platforms. NetEase Games' development and publishing slate include titles such as Knives Out, Harry Potter: Magic Awakened, and Naraka: Bladepoint, and partnerships with major entertainment brands such as Warner Bros and Mojang AB (a Microsoft subsidiary). NetEase Games also supports the growth and development of its innovative global studios in Canada, Europe, Japan and the United States. For more information, please visit https://www.neteasegames.com/

Position Summary

As a member of NetEase Tech Center US , you will work with NetEase global game studios in supporting the implementation, troubleshooting, and launching a variety of games online features. You will partner with the account managers, producers, and engineers to ensure the success of the games from clients.

Essential Functions/Responsibilities

- Support clients to integrate with NetEase GBaaS into games in a hands-on manner.

- Report technical issues to the Engineering team and verify subsequent fixes

- Partner with the Engineering and Product Management teams to prioritize and track addressing of complex customer issues

- Generate new ideas to improve client experience

- Collect and analyze feedback from clients to drive new features and improvements

- Provide support to clients who are experiencing technical issues

- Provide onboarding service to new clients

- Work diligently to solve customer problems while maintaining customer satisfaction

- Deliver exceptional customer experiences to eliminate, prevent, and workaround product roadblocks

- Diagnose user issues, identify the underlying issues for developers and provide solutions

- Suggest and implement improvements to support workflows

- Perform other duties as assigned

Qualifications/Experience Required

- 2-3 years of experience in gaming industry

- Proven client service experience

- A degree in Computer Science or equivalent experience

- Strong computer science and engineering background, with software development experience being an asset.

- Prior experience with Unreal Engine with C++ programming preferred

- Previous experience in shipping games preferred

- Critical thinking paired with strong execution skills

- Excellent written and verbal communication skills

- Flexibility to adjust to work routines/schedules, as required, to meet the needs of the company and expectations of customers

Benefits:

• Insurance & Protection: 401(k), long term disability and basic life insurance.
• Annual Compensation: 80K to 140K USD per annual
• Paid Time Off: Annual leave, parental leave and pregnancy-related medical leave after the completion of one year of employment.
• Other Benefits: Meal allowance, transportation allowance, and a holiday gift card.
• Healthcare Benefits: Medical, vision and dental coverage.

Note: This base pay range and benefits is for the U.S. and is not applicable to locations outside of the U.S.