Network Troubleshooting Specialist

We are seeking a Network Troubleshooting Specialist to join our Player Engagement team, providing technical support, community management, and trust & safety services for AAA and Indie studios in the gaming industry.

Job Summary As a Network Troubleshooting Specialist, you will be responsible for resolving complex technical issues, performing root cause analysis, and implementing changes at the infrastructure or code level.

Key Responsibilities & Activities

• Resolve complex technical cases with minimal supervision, ensuring high customer satisfaction.
• Perform deep network and device isolation, and escalate verified bugs.
• Analyse support data to identify trends, root causes, and recurring pain points.
• Propose and lead initiatives aimed at increasing efficiency, automation, and overall support quality.
• Communicate directly and confidently with clients and internal teams at all levels.

Requirements

• Elevated tech support or IT-level background with strong network troubleshooting skills.
• Experience in high-level IT support, software engineering, or system administration.
• Expertise in logs, architecture, and configuration for debugging system crashes and persistent performance issues.
• Ability to handle complex technical cases with minimal supervision.

Nice-to-Haves

• Prior audio or Wi-Fi specific experience.
• Experience in dépannage audio.

Schedule

• Monday to Friday.
• Eastern Standard Time (EST).

Language Requirements

• Effective communication in English (both verbally and in writing).