Customer Support Engineer

Job Summary

As a Customer Support Engineer at Electronic Arts, you will work directly with Game Developer teams to resolve technical challenges and improve product quality. You will have experience of minimum 3 years working with customers and empathy for the customer experience.

Responsibilities

• Work directly with Game Developer teams to help them solve technical challenges
• Resolve issues involving project implementation, code error diagnosis, debugging, validation, and root cause analysis for the products/platforms assigned
• Build internal relationships with our development and product management teams to help us communicate the priorities of our customers
• Improve product quality by injecting fresh ideas and bringing innovations to existing products or platforms, building automation
• Develop additional software components for tasks associated with the projects/platforms, designing and debugging software applications
• Participate in projects that improve overall product and documentation quality
• Participate in product/platform testing and updates
• Achieve knowledge transfer through the delivery of training, knowledge sessions, mentoring
• Help increase the team efficiency by sharing knowledge, providing feedback about best practices, writing tools/utilities using AI stack
• Develop your technology skills and become a versatile IT professional
• Participate in schedule rotations and working shifts

Qualifications

• Experience of minimum 3 years working with customers
• Empathy for the customer experience
• Balance varying levels of priority and urgency
• Understand complex technical issues and manage to express them in simple and concise language
• Familiarity with database concepts (e.g. SQL Server, MongoDB)
• Experience around the following technology concepts - virtualization, operating systems and server administration (Linux, Windows), cloud infrastructure and services(AWS, Azure), networking (IP, routing, firewall, ACL's), coding/scripting (Python, Bash, Powershell), application and API endpoints, monitoring and observability tools (Grafana, Kibana)
• Qualification in Computer Engineering or relevant experience needed