Player Support
Player support is the work of answering players directly: tickets about accounts and purchases, bug reports written in a player's words, and the job of getting recurring problems back to the team that can fix them.
Player support sits between the people playing a game and the people building it. The daily work is a queue of tickets, chat messages and store reviews, each one a case to reproduce, classify and answer. A large part of it is account and purchase work - a lost save, a charge that did not arrive, an appeal against a ban - and the rest is defects reported in a player's words rather than a tester's.
Two neighbouring roles are easy to confuse with it. Community management speaks to everyone at once and is measured on reach and tone; support answers one person about something that went wrong for them, against response and resolution times. QA looks for defects before a build ships, support meets them afterwards in a live game that cannot be taken back.
Ads for the role ask for ticketing tools, clear writing in more than one language, and a steady tone with an angry player. Escalation is part of the craft: knowing which case belongs with engineering, which with payments, and which needs an answer the player will not like.
Where these positions are: Lviv (1 position), Montreal (1 position)
Open positions for Player Support (3)
Level Designer
