Live Support Engineer

Electronic Arts creates next-level entertainment experiences that inspire players and fans worldwide. As a Live Support Engineer, you will report to the DevOps Director and be part of the EA SPORTS FC Mobile Shanghai team, which develops and operates a high-quality mobile football game experience.

Responsibilities:

• Prod and Pre-Prod Environment Monitoring: Monitor client and server stability across pre-production and production environments, identifying abnormal trends and driving improvements to alert noise and monitoring gaps.
• Live Incident Response: Respond to live incidents as a first-line responder, following Incident Runbooks for investigation, communication, escalation, and recovery.
• AI-Powered Live Monitoring and Operations Tools: Build AI-powered live monitoring, alert analysis, and operations support tools, integrating data sources and APIs to automate workflows.
• Knowledge and Process Development: Develop knowledge bases covering client data flows, service architecture, and metric catalogs, converting incident insights into applicable Runbooks.

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.
• Familiarity with Prometheus, ELK, Grafana, Sentry, Splunk, VictoriaLogs, VictoriaMetrics, and Firebase.
• Basic knowledge of large language models, AI Agents, prompting, RAG, or MCP.

Benefits:

• Comprehensive benefits package, including physical, emotional, financial, career, and community well-being support.
• Opportunities for growth and professional development.