Developer Support Manager

**Come join us We are a fast-growing U.S.based startup in Seattle, Washington with teams in Canada, the US and a growing office in Indonesia.** Founded by industry veterans from EA, LucasArts, and EpicGames with years of experience building and operating live systems, our company crafts technology solutions to serve game studios that are making the next generation of games. We offer competitive salaries, a full range of health benefits, social and sports activities, learning and development opportunities, and much, much more.

We believe that the best companies are ones where employees are empowered to make decisions, obsess about what’s best for users, and are not afraid to make mistakes and learn from them. Our culture is based on humility, openness to feedback, and collaboration which we feel results in the best performing teams and is the most beneficial to everyone's growth.

**Position Summary**

As a Developer Support Manager, you will work closely with the support engineering team and clients' developers in supporting integration, troubleshooting, and launching for a variety of online features. You will be responsible for overseeing, managing, and allocating the support engineering team to ensure timely delivery and overall customer satisfaction. You will also be expected to maintain a knowledge base article to improve overall developer support experiences.

**Essential Functions/Responsibilities**

The Developer Support Manager is accountable for the following functions and responsibilities:

- Working closely with client project managers in communicating, tracking, and managing issues from day-to-day operations with clients and the internal engineering team.
- Triaging and prioritizing incoming support issues and ensuring delivery against agreed-upon SLA.
- Overseeing the support engineering team and ensuring resources are accurately allocated based on the prioritization and load.
- Working with the support engineering team to maintain good ticket performance and satisfaction.
- Creating, updating, and reviewing knowledge base articles to help improve overall client experience.
- Improving overall client support experience in measurable and repeatable ways.
- Working closely with the technical product manager in maintaining the support engineer rotation schedule.
- Working closely with the release manager in maintaining and prioritizing hotfixes
- Participating in escalation on-call rotation.

**Qualifications/Experience Required**
- Proven experience as developer support or technical customer support
- Proven experience in writing technical and support content
- Proven project management experience
- Proven experience in managing end-to-end issue lifecycle, from client, to engineering team, to resolution
- Able to communicate complex technical topics to customers and coworkers of varying technical skill levels
- Affinity for multitasking with precision
- Capacity to accept and utilize constructive criticism
- Critical thinking paired with strong execution
- Self-motivated
- Excellent written and verbal communication skills
- Highly technical
- 2+ years developer support or technical customer support experience
- 2+ years of experience working in games or systems that support game development
- A degree in Computer Science or equivalent experience
- Prior experience in implementing new processes and workflows
- Prior experience working on account management systems
- Prior experience working on eCommerce platforms
- Prior experience working on data analytics platforms
- Prior experience working with cloud providers and server providers
- Prior software development experience
- Prior AAA game experience
- Familiar with commercial game engines
- Prior experience working with distributed teams