---
title: 'Customer Support Specialist (Space Engineers) at Keen Software House'
canonical: 'https://feeny.ai/job/customer-support-specialist-space-engineers-keen-software-house-prague-w3p8hd82exph'
type: 'job'
last_seen: '2026-09-09'
---

# Customer Support Specialist (Space Engineers) at Keen Software House

- **Company:** Keen Software House
- **Location:** Prague, Czech Republic / Europe
- **Work type:** remote
- **Posted:** 2026-09-08
- **Last confirmed live:** 2026-09-09
- **Apply:** https://job-boards.eu.greenhouse.io/keensoftwarehouseas/jobs/4971109101

## Job description

At [Keen Software House](https://www.keenswh.com/), we develop large-scale sandbox simulation games like [Space Engineers 1](https://www.spaceengineersgame.com/home/) and [Space Engineers 2](https://2.spaceengineersgame.com/), built around engineering, construction, destruction, physics, emergent gameplay, and player creativity, together with the proprietary technology that powers them.

We are currently looking for an experienced Customer Support Specialist to work across Space Engineers and Space Engineers 2 and help strengthen the connection between our development teams and our player community.

This role goes beyond traditional customer support. You will act as an important bridge between our players and the studio – understanding what players are experiencing, identifying recurring problems and meaningful feedback, bringing actionable insights back to the development teams, and helping communicate clearly to the community what we are doing and why.

You will actively follow player sentiment and discussions across our support and community channels, including Steam reviews and discussions, our support portal, Discord, and other relevant platforms. Your responsibility will not simply be to collect comments, but to understand the signal behind them: what players struggle with, what they value, where expectations are not being met, what problems are emerging, and which topics deserve the attention of the development team.

At the same time, you will help close the communication loop. When changes are made, issues are being investigated, or decisions need context, you will help ensure that players receive clear, accurate and useful information from the studio.

We are looking for someone who understands that good player support is not about agreeing with every complaint. It requires empathy, judgment, context and clear communication. You should be able to distinguish between individual opinions and broader patterns, between technical problems and design feedback, and between issues that require escalation and those that can be resolved through better information.

This is a proactive role. We expect you to independently identify emerging community topics, flag risks before they grow, propose improvements to how we communicate with players, and help us build a more systematic feedback loop between the Space Engineers community and the teams developing the games.

While our studio is based in Prague, we offer the flexibility to work remotely (CET +/- 2 hours).

If you enjoy challenging work, seek autonomy, thrive on impact and responsibility, and want to work in a friendly environment with an inspiring international team, then come and join us!

Required profile

- 3+ years of professional experience in customer support, player support, community management, or a similar player-facing role in the video game industry, specifically working on PC and/or console games
- Strong understanding of video game communities and how players interact with live and actively developed games
- Experience communicating directly with players through platforms such as Steam, Discord, support portals, forums, or similar community channels
- Fluent English, spoken and written, with the ability to communicate complex or sensitive topics clearly, concisely, and with the appropriate tone
- Ability to remain calm, professional, and constructive when communicating with frustrated or highly critical players
- Strong analytical judgment and experience analysing player sentiment and qualitative community feedback, with the ability to identify meaningful patterns and trends
- Ability to distinguish between:
- bugs and technical issues
- usability or onboarding problems
- design feedback and feature requests
- communication or expectation gaps
- isolated complaints and recurring community trends
- Ability to turn player feedback into clear, structured, and actionable insights for development teams
- Ability to understand technical and game-development topics well enough to communicate them accurately to players
- Previous experience working directly with game developers, producers, QA, designers, or other development disciplines
- Experience with ticketing, community management, or feedback-tracking tools
- Experience creating or maintaining FAQs, troubleshooting guides, knowledge bases, or other player-facing documentation
- Strong organizational skills and the ability to track recurring topics, open issues, and changes in community sentiment
- Proactive, self-driven mindset with strong ownership and follow-through – when an important issue is identified, you make sure it reaches the right people and is followed through
- Shares and upholds our[High Standards](https://www.keenswh.com/high-standards/)

Due to the level of ownership required for this role, we are looking for candidates with relevant professional experience and a strong understanding of player-facing communication.

## Nice to have

- Experience working on live-service, Early Access, or continuously developed games
- Experience with sandbox, simulation, survival, or technically complex games
- Familiarity with Space Engineers
- Active interest in PC gaming, modding, or sandbox game communities

## Key responsibilities

- Report to the Executive Producer and work as part of the Marketing team.
- Act as a key communication link between the Space Engineers and Space Engineers 2 player communities and the development teams
- Monitor player feedback, sentiment, and emerging topics across relevant channels, including:
- Steam reviews
- Steam discussions
- Keen Software House support portal
- Discord
- other relevant community and support channels
- Respond to player questions, concerns, and support requests in a clear, professional, and helpful way
- Identify recurring problems, player frustrations, misunderstandings, and meaningful changes in community sentiment, particularly around releases, updates, and major game changes
- Distinguish isolated feedback from broader patterns and identify whether issues are primarily related to:
- technical problems or bugs
- usability or onboarding
- design decisions or feature requests
- unclear communication or missing information
- incorrect player expectations
- Turn community feedback into clear, structured, and actionable insights for Production, QA, Game Design, and other development teams
- Escalate relevant technical issues, bugs, and player-impacting problems to the appropriate teams, providing sufficient context rather than simply forwarding individual comments
- Work closely with Production, QA, Game Design, and other disciplines to ensure important community feedback is understood, evaluated, and followed through
- Communicate studio updates, known issues, fixes, changes, and relevant development decisions to players clearly and accurately, including context and reasoning where appropriate
- Help close the feedback loop by ensuring that important community issues are followed up internally and, where appropriate, communicated back to players
- Collaborate with Marketing and other teams to maintain consistent and accurate player-facing communication
- Maintain and improve FAQs, troubleshooting guides, standard responses, and other player-facing support documentation
- Proactively identify emerging community risks, communication gaps, and opportunities to improve customer support processes and internal feedback workflows
- Help establish and continuously improve a structured feedback process for capturing, evaluating, escalating, and communicating relevant player feedback

## What we value

- Hold yourself to[A-player standards](https://docs.google.com/document/d/1TrPhTz-Iw_FYo4c45vwsACCHVgP4tFbLKd2qFbrVfcg/edit?usp=sharing)
- Player empathy without losing perspective – understand player frustration and criticism without treating every individual request as the right product decision
- Signal over noise – use strong judgment to identify meaningful patterns, understand their context, and bring development teams useful conclusions rather than simply forwarding individual comments
- Ownership and follow-through – take responsibility for important issues from identification through internal follow-up and, where appropriate, communication back to the community
- Clear and direct communication – communicate accurately, transparently, and without unnecessary corporate language or ambiguity
- Calm under pressure – remain professional, constructive, and solution-oriented even when players are frustrated, angry, or highly critical
- Curiosity – look beyond the surface-level complaint to understand what players are actually experiencing and why
- Proactivity – identify emerging issues, risks, and communication opportunities before someone has to ask

What you’ll find at Keen Software House:

Impact

- Leave your mark on one of the most technically ambitious sandbox engineering games ever made.
- Join an international team tackling hard problems

How we work:

- Hybrid by default: work from home when you want
- Low bureaucracy, fast decisions

Time off & wellbeing

- 25 days of annual leave.
- Flexible sick leave.

Workspace

- Modern offices at Oranžerie, Prague - quiet focus zones, beautiful garden, great daylight, quality equipment, bike storage, gym and shower, fully stocked kitchen, lunches prepared by our private chefs

Community

- Regular team breakfasts, workshops, and relaxed meetups (BBQ, game nights, parties, teambuildings)

## About Keen Software House

## Company Overview
- **One-liner**: Keen Software House is an independent game development studio based in Prague, best known for its sandbox simulation game *Space Engineers* and its proprietary VRAGE engine.
- **Entity Type**: Private (bootstrapped; no external funding rounds disclosed)
- **Headquarters**: Prague, Czech Republic
- **Founded**: 2010
- **Founders**: Marek Rosa

## Core Business
- **Primary industry**: Video game development (sandbox simulation, engineering-focused games)
- **Target customers**: B2C – PC and console gamers (Steam, Xbox, PlayStation), with a strong creator/modder community
- **Mission / purpose**: Create games based on real science, real facts, real physics and real emotions; promote STEM education and creativity through play ([keenswh.com](https://www.keenswh.com/))

## Products & Services
- **Space Engineers** (2013–2019): A sandbox game about engineering, construction, and maintenance of spaceships and stations using volumetric physics and destructible environments. Sold over 5 million copies ([keenswh.com/careers](https://www.keenswh.com/careers/)).
- **Space Engineers 2** (2025, Early Access): Sequel to Space Engineers, powered by the new VRAGE3 engine, with enhanced simulation, destruction, and multiplayer systems ([Wikipedia](https://en.wikipedia.org/wiki/Keen_Software_House)).
- **Medieval Engineers** (2015–2020): Sandbox game focused on medieval technology, construction, and siege warfare using historically accurate mechanics.
- **Miner Wars 2081** (2012): Six-degrees-of-freedom space simulator with destructible terrain.
- **VRAGE Engine** (proprietary): The in-house game engine powering all titles – currently in version 3.0, supporting large-scale simulation, voxel technology, and advanced rendering ([keenswh.com/about-us](https://www.keenswh.com/about-us/)).

## Market Standing
- **Valuation / Market Cap**: Not publicly disclosed (privately held)
- **Key Metric**: *Space Engineers* has sold more than 5 million copies as of 2025; the Steam Workshop hosts over 500,000 community creations ([keenswh.com/careers](https://www.keenswh.com/careers/)).
- **Notable Investors / Partners**: None – the studio is entirely founder-owned and self-funded.
- **Growth Signals**: Launch of *Space Engineers 2* in January 2025 on Steam Early Access; continuous development of VRAGE3 engine; expansion of remote team across multiple time zones.

## Competitive Advantages
- **Proprietary VRAGE engine**: Fully owned technology that enables unique physics-based destruction, volumetric water (VRAGE3), and large-scale multiplayer simulation – hard to replicate.
- **Hard sci-fi authenticity**: Games are built on real science principles, attracting a dedicated community of engineers, modders, and educators.
- **Strong modding ecosystem**: Over 500,000 Workshop creations create a powerful network effect and long player retention.

## Strategic Focus
- **Current priorities**: Shipping *Space Engineers 2* out of Early Access, further developing VRAGE3 (including volumetric water), and expanding the game’s simulation depth ([Wikipedia](https://en.wikipedia.org/wiki/Keen_Software_House)).
- **Long-term direction**: Continue independent game development with a research arm in artificial intelligence (GoodAI), aiming to push the boundaries of sandbox simulation and player creativity.

## Why Work Here
- **Culture**: High standards, autonomy, ownership, direct communication, and a prototyping mindset. “No politics, no hiding behind blockers” ([keenswh.com/careers](https://www.keenswh.com/careers/)).
- **Remote / Hybrid**: Fully remote possible for candidates within ±2 hours of CET; on-site option at the Oranžérie office in Prague. Visiting the office is never mandatory ([job-boards.greenhouse.io](http://job-boards.greenhouse.io/keensoftwarehouseas)).
- **Perks**: Competitive compensation with generous bonus model, 5 weeks of paid holidays, unlimited sick days, free coffee and fruit days, relocation package, dedicated study days every few weeks, and paid conferences/workshops.
- **Family-friendly**: Supports work-life balance, family events, and a global team of over 65 employees (developers, artists, researchers).

## Sources
1. [keenswh.com](https://www.keenswh.com/) – Company overview and mission
2. [keenswh.com/about-us](https://www.keenswh.com/about-us/) – Founding story, AI research, science promotion
3. [keenswh.com/careers](https://www.keenswh.com/careers/) – Culture, benefits, remote policy, team size
4. [job-boards.greenhouse.io](http://job-boards.greenhouse.io/keensoftwarehouseas) – Current job listings and work environment details
5. [Wikipedia](https://en.wikipedia.org/wiki/Keen_Software_House) – Product history, sales figures, founding details

## Other roles at Keen Software House

- [Senior Marketing Artist](https://feeny.ai/job/senior-marketing-artist-keen-software-house-prague-0hyff1cax4ag) — Prague, Czech Republic / Europe
- [Spontaneous applications](https://feeny.ai/job/spontaneous-applications-keen-software-house-prague-0a0cj4zgt3hh) — Prague, Czech Republic