Technical Support Engineer

4 days ago

Beijing, Beijing, China Commit Full time CN¥60,000 - CN¥120,000 per year

We help game studios sell digital goods directly to their players - skipping the 30% store commissions from Apple and Google. That means more revenue for studios, and a closer connection to the players who love their games.

The company powers web stores and in-app payments for over a third of the world's top-grossing mobile titles. Backed by $89M from leading investors and publishers like Supercell and Playrix, we've grown 14x in the past year and now process over half a billion dollars annually.

We're growing fast, building with intention, and helping the biggest names in gaming take back control of their business.

As a Service Operations Engineer you will provide world-class technical support to some of the biggest mobile game publishers in the world.

You'll work closely with engineering, support, and product teams to resolve complex technical issues, improve support processes, and ensure our partners are always up and running.

If you're passionate about solving problems, thrive in a fast-paced tech environment, and want to make an impact at a rapidly growing company - we want to meet you.

Responsibilities

  • Provide Tier 2/3 support for internal and external stakeholders, ensuring top-tier service and minimal escalations to R&D
  • Communicate directly with customers via email, Zendesk, and video calls
  • Build and manage customer-facing support resources, including FAQs and playbooks
  • Troubleshoot and resolve technical issues across a range of environments, using best practices and cross-team collaboration
  • Interface with engineering, product, and customer success teams to investigate and resolve complex issues
  • Monitor and prioritize incoming technical issues to ensure timely resolution
  • Manage and lead critical customer escalations, including during off-hours on-call rotations

Requirements:

  • 2+ years of experience in a technical, customer-facing role
  • Excellent verbal and written communication skills in English
  • Strong troubleshooting skills with a results-driven, customer-first mindset
  • Hands-on experience with logging and monitoring solutions like New Relic, Coralogix, , Datadog, or similar
  • Solid understanding of web technologies and client/server architecture
  • Familiarity with web debugging tools (e.g., Chrome DevTools, Fiddler, etc.)
  • Highly organized, independent, and comfortable working in a fast-moving startup environment
  • Willingness to participate in a 24/7 on-call rotation for critical incidents
  • Experience with SQL - Advantage
  • Previous experience supporting SaaS or SDK-based platforms - Advantage
  • Bachelor's degree in Computer Science, Software Engineering, or a related field - Advantage

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