Live Support Engineer

Electronic Arts creates incredible entertainment experiences that inspire players and fans worldwide. Here, everyone is part of the story, part of a community that connects people globally.

As one of the largest sports entertainment platforms in the world, EA SPORTS FC is redefining football with genre-leading interactive experiences, connecting a global community of fans to The World's Game through innovation and unrivalled authenticity.

You will report to the DevOps Director.

Responsibilities

Prod and Pre-Prod Environment Monitoring

• Monitor client and server stability across pre-production and production environments, including crashes, ANRs, error rates, key performance metrics, service health, core gameplay flows, and infrastructure status.
• Use Firebase, Grafana, Sentry, Splunk, VictoriaLogs, and VictoriaMetrics to identify abnormal trends and correlate metrics, logs, and error events.
• Identify and drive improvements to alert noise, monitoring gaps, missing telemetry, and recurring issues, while continuously optimising dashboards and alerting rules.
• Provide stability support during release windows and major esports events.

Live Incident Response

• Work as a first-line responder for live incidents, following Incident Runbooks for investigation, communication, escalation, and recovery.
• Provide updates on impact, investigation progress, mitigation actions, and recovery status throughout an incident.
• Follow approval processes and Runbooks to perform mitigation actions such as restarts, failovers, configuration changes, and Kill Switch activation.
• Maintain complete operational records for post-incident review and audit purposes.
• Escalate promptly to service owners, development teams, or infrastructure teams in accordance with the Escalation Policy.

AI-Powered Live Monitoring and Operations Tools

• Build AI-powered live monitoring, alert analysis, and operations support tools, including internal AI Agents, MCP tools, knowledge bases, prompts, evaluation cases, and runtime configurations.
• Integrate data sources and APIs from monitoring, logging, and collaboration platforms to automatically collect and correlate metrics, logs, and error information.
• Turn repetitive health checks, anomaly summaries, impact analysis, and incident context collection into automated workflows.
• Evaluate the accuracy of AI-generated analysis and reduce false positives, false negatives, and non-applicable recommendations.

Knowledge and Process Development

• Develop knowledge bases covering client data flows, service architecture, key dependencies, error codes, and metric catalogues, along with dashboard guides and troubleshooting documentation.
• Convert incident insights into applicable Runbooks.
• Work with development teams to complete the handover and acceptance of dashboards, alerts, and Runbooks, and drive documentation updates after feature releases.
• Track incident action items and lead responsible teams to deliver long-term fixes.

Qualifications

• A degree in Computer Science or a related field, or equivalent technical capability with three or more years of experience in SRE, operations, production support, or technical support roles.
• Familiarity with Kubernetes, containers, cloud platforms, and microservices architecture.
• Foundational development skills in Go, Python, or another programming language, with the ability to integrate APIs, write automation scripts, and maintain internal tools.
• Familiarity with Prometheus, ELK, Grafana, Sentry, Splunk, VictoriaLogs, VictoriaMetrics, and Firebase.
• Basic knowledge of large language models, AI Agents, prompting, RAG, or MCP, with the ability to validate the reliability of AI-generated output.
• Read technical documentation in English and communicate in writing with global development and operations teams.
• Willing to participate in shift rotations, release support, and on-call coverage.

Benefits

Electronic Arts offers a comprehensive benefits package, including physical, emotional, financial, professional, and community well-being support. Benefits are customised to meet local needs and may include medical insurance, mental wellness support, pension plans, paid time off, family leave, free games, and more.