Technical Support Engineer (Tier 3)

Description

Moon Active is one of the world’s fastest-growing mobile game companies, providing entertainment to millions of active users across the universe.

We’re looking for an experienced Production Engineer with a creative mind and extraordinary problem solving skills to join our team. The team aims to provide immediate, high-quality solutions to any issues rising directly from our game.

Responsibilities

• Managing game escalations, including business and technical aspects

• Performing in-depth troubleshooting including analytics events, reading and analyze game logs

• Researching, diagnosing, troubleshooting and identifying solutions to resolve players issues

• Leading game campaigns and technical maintenance events end 2 end

• Managing game releases, including rollouts on Apple/Android platforms, tracking rollout KPIs, crash rates and ANRs

• Providing solutions for complex issues that were escalated by other support levels

• Collaborating with the Business, Operation, Support and R&D teams

Requirements

• 2+ experience in Tier2, Technical Support, Production Engineer or similar role

• Proven experience with SQL and data analysis

• Experience with system log analysis (Kibana/Coralogix)

• Experience with observability systems, monitoring and alerting (NewRelic, Datadog etc..)

• Experience working with REST APIs and WebSocket (Postman / hoppscotch)

• Ability to understand flows and provide creative troubleshooting solutions

• Multi-tasker, self-learner, highly motivated and a team player

• Strong capabilities building organized processes and structured formal documentation.

• English - excellent written and verbal communication skill