INTERNAL-Network Troubleshooting Specialist/Spécialiste en dépannage de réseaux

Keywords Studios•Montreal, QC

6d•Remote

About The Position

Since 1998, Keywords Studios has been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. 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!

Requirements

Years of experience in high-level IT support, software engineering, or system administration.
Expertise to go deep into logs, architecture, and configuration for debugging system crashes and persistent performance issues.
Experience with connectivity issues involving routing, DNS, firewall rules, or virtualization layers that Tier 2 cannot resolve.
Ability to handle complex technical cases with minimal supervision.
Ability to escalate verified bugs.
Ability to perform completely non-scripted problem-solving.
Elevated tech support or IT-level background with strong network troubleshooting skills.
Ability to effectively communicate in English (both verbally and in writing).

Nice To Haves

Audio troubleshooting experience.
Prior audio or Wi-Fi specific experience.

Responsibilities

Perform root cause analysis, knowledge sharing, and potentially infrastructure or code changes for issue resolution.
Analyze logs, architecture, and configurations for debugging system crashes and persistent performance issues.
Resolve connectivity issues involving routing, DNS, firewall rules, or virtualization layers that Tier 2 cannot resolve.
Handle complex technical cases with minimal supervision, ensuring high customer satisfaction.
Document solutions and insights into internal and client-facing knowledge bases.
Provide high-level technical support including deep network and device isolation, and escalate verified bugs.
Engage in completely non-scripted problem-solving.
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, and emerging issues.
Engage in continuous learning and participate in critical thinking workshops, compliance refreshers, and feedback sessions.
Communicate directly and confidently with clients and internal teams at all levels.
Participate in regular syncs with clients to align support operations with support priorities.
Contribute to a feedback loop between users, clients, and internal support teams for continuous improvement.