Network Troubleshooting Specialist

Since 1998, we've 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.

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!

Key Responsibilities & Activities: Issue Resolution and Technical Requirements

Responsibilities go beyond troubleshooting, they include root cause analysis, knowledge sharing, and in many cases changes at the infrastructure or code level.

• Years of experience in high-level IT support, software engineering, or system administration.
• To have the expertise to go deep into logs, architecture, and configuration for debugging system crashes and persistent performance issues
• 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.
• High-level technical support handling deep network and device isolation, and escalating verified bugs.
• Completely non-scripted problem-solving.
• Audio troubleshooting is nice to have as well

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, and emerging issues.
• 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 support priorities.
• Contribute to a feedback loop between users, 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.

"Please be advised that this position requires the successful applicants to be able to effectively communicate in English (both verbally and in writing). This is due to the position requiring constant communication with clients and team members out side of the province of Quebec"

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.