Please note that this is for internal recruiting only. External applications for this role will not be processed.

Since 1998, we've been on a mission to reshape how playersinteract with their favorite games,  growing into a global team of over 12,000 professionals spread across 70+ studios in 26  countries.  

We are always there to lend a hand to video games developers and publishers by offering a  wide range of solutions: from art and audio to testing, localization and finally - Player  Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player  Engagement provides technical support, community management, and trust & safety services  for a wide range of AAA and Indie studios in the gaming industry.  

Join us in our mission to build engaging player communities and offer outstanding  experiences!  

We are looking for a Tier 3 Agent whi has customer-facing experience, high-level technical support handling deep network and device isolation, and escalating verified bugs.

Key Responsibilities & Activities: 

• Act as a Subject Matter Expert across multiple titles, providing expert-level guidance and  solutions. 

• Handle complex technical and in-game cases with minimal supervision, ensuring high  customer satisfaction. 

• Document solutions and insights into internal and client-facing knowledge bases.

• Completely non-scripted problem-solving.

• Leverage admin tools to diagnose player issues, detect patterns and escalate bugs or  urgent concerns.

Analytical Thinking and Process Improvement 

• Analyze support data to identify trends, root causes and recurring pain points. 

• Propose and lead initiatives aimed at increasing efficiency, automation and overall  support quality. 

• Generate regular reports and insights on performance, ticket behavior, player sentiment  and emerging game issues. 

• Collaborate with leadership to forecast support demand and evaluate the impact of  game changes or events. 

• Engage in continuous learning and participate in critical thinking workshops, compliance  refreshers and feedback sessions. 

Client and Stakeholder Engagement 

• Communicate directly and confidently with clients and internal teams at all levels. 

• Participate in regular syncs with clients to align support operations with game priorities. 

• Provide structured, data-backed feedback to improve client satisfaction and in-game  experience. 

• Contribute to a feedback loop between players, clients and internal support teams for  continuous improvement.

Candidate Profile & Qualifications

• Core Requirement: Elevated tech support or IT-level background with strong network troubleshooting skills.
• Nice-to-Haves: Prior audio or Wi-Fi specific experience is a plus, but not mandatory.
• The Mindset: We are looking for someone who excels at network troubleshooting.
• Time Zone: Eastern Standard Time (EST).
• Schedule: Monday to Friday.
• MEXICO TEAM LEADS ONLY
• Proficient English language skills.

Privacy Agreement:

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.