At AccelByte, our mission is to empower game creators by providing them with the backend platform and tools required to make scalable, reliable AAA-quality games. The company was founded in 2016 by industry veterans who have engineered online systems for some of the largest game and distribution platforms in the world including Fortnite, Epic Store, Xbox Live, PlayStation Network, and EA Origin. We are backed by top investors including Softbank, Sony Interactive Entertainment, Galaxy Interactive, NetEase, and Krafton. Our latest Series B funding has firmly solidified our place as a top player in the gaming industry. AccelByte’s talent has decades of experience building and shipping some of the largest game and distribution platforms in the world.

We believe that the best companies empower employees to make decisions, obsess about the best user experience, and are not afraid to make and learn from their mistakes. Our culture is based on humility, openness to feedback, drive, and collaboration, which we feel results in the best performing teams. As a company that values diversity, inclusion, and employee growth, our employees have opportunities to work with and learn from teams all over the world. We offer competitive salaries, a full range of health benefits, social activities, career growth opportunities, and an amazing team. Come join us!

Position Summary:

The Developer Support Lead is responsible for guiding and supporting developer projects by communicating with clients and business leaders to understand project requirements and subsequently communicating them to their team. This position is also responsible for overseeing and supervising a team of Developer Support Engineers and acting as a mentor and coach to team members to ensure that they are delivering the highest quality of support to our customers.

Essential Functions/Responsibilities:

The Developer Support Lead is accountable for the following functions and responsibilities:

• Help build, develop and lead a strong, diverse and service-oriented team of Developer Support Engineers through training and coaching
• Drive operational excellence, including measuring key metrics, process improvement initiatives, documentation, and change management.
• Track and improve key metrics including customer satisfaction, responsiveness and onboarding time
• Maintain high standards of quality within the team by establishing current business requirements, creating the technical requirements needed and establishing and tracking requirements and timelines to ensure that the team is staying on track to meet those requirements and timelines.
• Work collaboratively with the product development, testing and the business operations & strategy teams to organize tasks, timelines and to solve product and client issues
• Assist in supporting customers as they develop uses for AccelByte’s services
• Identify trending issues for clients and internal employees that may require escalation
• Perform checks of escalated issues found by internal team members prior to advancing through proper channels
• Perform any other duties as required.

Qualifications/Experience Required:

• Bachelor’s degree
• 5+ years of experience in a technical customer-facing role (Support, Professional Services, etc.) for an enterprise SaaS product
• 5+ years of experience as a lead role or manager within a Technical Support team
• Experience in providing technical customer support, as well as technical training and content creation
• Experience in using support ticketing tools like HelpDesk or ZenDesk or Jira.
• Familiarity with Sales pipeline tools like Salesforce or Hubspot.
• Knowledge of Internet technologies including REST APIs, JSON, XML, SOAP, PubSub architecture, and software technologies including .NET
• Web-based applications development experience
• Ability to successfully manage multiple tasks and timelines in a fast-paced environment, bearing high levels of responsibility and accountability while keeping the best interests of the business in sight.
• Ability to evaluate information quickly, identify key issues, and formulate conclusions based on sound, practical judgment, experience, and common sense
• Ability to work independently as well as part of a group, fostering a culture of teamwork and promoting a positive working environment
• Ability to maintain the highest standard of personal conduct in performing all duties
• Ability to deal with difficult/problem situations and maintain a professional demeanor, at all times
• Ability to build a working relationship with clients, employees, managers and the leadership team based on respect and good rapport
• Ability to prioritize and meet deadlines while maintaining high standards of accuracy, ensuring compliance with company and other applicable policies and procedures
• Ability to handle confidential information in a discreet and professional manner, protecting the organization’s value
• Strong executive presence and ability to effectively communicate with and present information to executive leaders
• Strong verbal and written communication skills, allowing for open, honest, and consistent communication.
• Ability to read, write, and speak the English language fluently.
• Cognitive skills to include the ability to learn, to process thoughts and apply knowledge, to analyze and reason, and to evaluate and make appropriate decisions to achieve business goals and solve problems
• Flexibility to adjust to work routines/schedules, as required, to meet the needs of the company and expectations of customers

AccelByte Inc is an Equal Employment Opportunity Employer, all qualified candidates and applicants will receive consideration for employment without regard to race, religion, gender, national origin, sexual orientation, marital status, age, or disability. Our culture is innovative and inclusive, and we value our people the highest.

Please visit our career page for a complete listing of our open positions: https://accelbyte.io/careers