Technical Support Engineer (Tier 3)

Description:

Moon Active is one of the world’s fastest-growing mobile game companies, providing entertainment to millions of active users across the universe. The company is headquartered in the heart of Tel Aviv. 

We’re looking for an experienced Technical Support Engineer with a creative mind and extraordinary problem solving skills to join our team. The team aims to provide immediate, high-quality solutions to any issues rising directly from our game.

• Managing game escalations, including business and technical aspects
• Performing in-depth troubleshooting including analytics events, reading and analyze game logs
• Researching, diagnosing, troubleshooting and identifying solutions to resolve players issues
• Leading game campaigns and technical maintenance events end 2 end
• Managing game releases, including rollouts on Apple/Android platforms, tracking rollout KPIs, crash rates and ANRs
• Providing solutions for complex issues that were escalated by other support levels
• Collaborating with the Business, Operation, Support and R&D teams

• 2+ experience in Tier 2, Technical Support, Production Engineer or similar role
• Proven experience with SQL and data analysis
• Experience with system log analysis (Kibana/Coralogix)
• Experience with observability systems, monitoring and alerting (NewRelic, Datadog etc..)
• Experience working with REST APIs and WebSocket (Postman / hoppscotch)
• Ability to understand flows and provide creative troubleshooting solutions
• Multi-tasker, self-learner, highly motivated and a team player
• Strong capabilities building organized processes and structured formal documentation
• English - excellent written and verbal communication skill