Developer Support Engineer IV

SGS_JOB_3630

Engineering
Remote
Debugging
Triage
Git
Developer Support

Contract - 12 Months

The Developer Support Engineer works within the Developer Ecosystem Success organization to help developers through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support all developers across VR, Wearables, 2D, Open-Worlds and mobile experiences. As part of the DES organization, the Developer Support Engineers are technically savvy, creative problem solvers and life-long learners who strive to provide the best possible service to our developers. A live ops engineer is the most similar role in comparison.

Job Responsibilities:

  • Develop and maintain deep technical knowledge of the OS and World platforms, features, and tools.
  • Manage escalation queue of second and third level triage of inbound developer questions.
  • Prioritize, investigate, and debug technical issues efficiently, escalating to SMEs when necessary.
  • Communicate technical resolutions, workarounds, and product confusions effectively to internal SMEs and external developers.
  • Stay up to date on new developer-facing products as well as internal tools and systems.
  • Evangelize technical developer support efforts across the organization, promoting best practices and knowledge sharing.
  • Identify opportunities to optimize and automate workflows, implementing process improvements.
  • Assist with KPI implementation, tracking, and reporting, utilizing data to drive decision-making.
  • Perform retrospectives, developing training materials and runbooks to enhance the knowledge base.

Skills:

  • Experience in software development and developer operations.
  • Experience working in a fast-paced environment (live ops).
  • Experience reading, understanding, and debugging code and source control history.
  • Experience investigating and debugging complex technical issues.
  • Experience translating technical concepts and solutions to non-technical audiences.
  • Experience working with vendors, specifically outsourced customer, or developer support teams.
  • Experience leading projects and implementing technical solutions.
  • Excellent written, verbal and communication skills.
  • Experience with ticket escalation.
  • Self-starter.
  • Experience in software development and developer operations.
  • Experience reading, understanding, and debugging code and source control history.
  • Experience investigating and debugging complex technical issues.
  • Experience investigating and debugging complex technical issues.
  • Experience working with vendors, specifically outsourced customer, or developer support teams.
  • Experience working in a fast-paced environment (live ops).
  • Excellent written, verbal and communication skills.

Education/Experience:

  • Bachelor's degree in computer science or related field.
  • Previous work experience in tech.

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