Technical Support Specialist

Description

The Technical Support team links player experiences with the teams building our games. The team helps players, looks into reported problems, and turns player feedback into insights for teams across the studio. The company is looking for a Technical Support Specialist who likes solving problems, digging into technical issues, and helping players get more out of their games.

You will handle technical and gameplay problems for players directly, investigate hard cases, and spot trends that show what the community struggles with. You will also work with teams across the studio, using player feedback and your own findings to help improve the games and the player experience.

The role suits someone curious, analytical, and at ease with unfamiliar problems. You should enjoy working out how things function, asking good questions, and finding workable fixes. Communication, teamwork, and a readiness to learn matter as much as technical knowledge.

Responsibilities

• Help players with a wide range of technical and gameplay issues, including complex cases that need deeper digging.
• Investigate reported problems using internal tools, documentation, testing, and your own research.
• Find recurring issues, emerging trends, and high-impact problems, then make sure they are documented, prioritised, and escalated.
• Build and refine troubleshooting steps, internal knowledge base articles, player-facing support content, and team workflows.
• Work with development, legal, communications, and other studio teams to share insights and resolve player issues.
• Share what you know, guide colleagues, and help less experienced members handle difficult cases.
• Manage your own workload while keeping communication and documentation at a high standard.
• Keep growing your knowledge of the games, platforms, tools, and internal processes.
• Apply the company's values in your daily work and when collaborating with others.

Requirements

• You have at least 3 years in technical support, customer support, community support, or a similar role that involves problem solving, investigation, and direct contact with customers or users.
• You communicate well in English, both in writing and speaking, and can explain technical details clearly and briefly.
• You approach complex or unfamiliar issues methodically, with strong analytical and problem-solving skills.
• You are genuinely interested in video games and want to understand how players experience them.
• You can gather and assess information, spot patterns, test assumptions, and reach conclusions that the evidence supports.
• You set priorities well, weighing urgency, player impact, and how much information you have.
• You collaborate well and feel confident working with people from other disciplines.
• You are glad to share knowledge, give constructive feedback, and support colleagues.
• You pay close attention to detail and document findings accurately and clearly.
• You have a solid grasp of PC hardware and software troubleshooting.
• You have experience with ticketing systems, bug tracking tools, game testing, modding, moderation, or supporting players in gaming communities.
• You speak additional languages, such as French, German, Spanish, Brazilian Portuguese, Chinese, or Eastern European languages.

Conditions

The role is on-site in Warsaw, Poland, either hybrid or full-time. Relocation is required.

The contract is an Employment Contract (Umowa o pracę).

The estimated gross monthly pay is 9,200 to 12,700 PLN. The final offer depends on factors such as experience and qualifications.

Paid leave ranges from 20 to 26 days a year, and paid sick leave is included.

The company is an equal opportunity employer.

Benefits

• A welcome pack to help you settle in once you join.
• Workshops, lectures, courses, e-learning, and online tutorials, plus knowledge-sharing sessions for every employee.
• Access to a cafeteria platform offering subscription benefits, extra medical packages, shop, cinema, and public transport vouchers or codes.
• Gifts for new parents and regular chances to win merchandise.
• A relocation package that covers your flight, a company apartment for your first month, and moving your pet, family, and belongings.
• Relocation help with residence formalities and tax settlement.
• Polish lessons for you and your spouse or partner.
• Private medical care with a choice of plans that include dental and unlimited rehabilitation, also open to your partner and relatives.
• Life insurance and pension plans for you and your loved ones.
• Yearly cancer screening paid by the company.
• Free mental health and psychiatric support, plus well-being programmes.
• A sports card for many gyms and fitness facilities across the city.
• One extra day off per month for employees who menstruate and have period pain.
• A parents' network with childcare support and family events.
• A summer camp for children aged 5 to 12, mostly paid by the company.
• A dog-friendly office, regular social events at the studio, and healthy canteen options.
• An international team with colleagues from many countries.
• Campus sustainability features including EV charging points and green spaces.
• Bicycle parking, repair tools, and showers.
• An on-site gym with a climbing wall, a daily gym assistant, and yoga and boxing classes.
• A casual office with no dress code.