Feeny
thatgamecompany

Technical Support Engineer at thatgamecompany (Shanghai, China)

thatgamecompany· Shanghai, China·

Role details

Work type
Onsite
Employment
Full-Time
Skills
PythonC#Shell scriptingTCP/IPDNSDHCPVLANsServer administrationmacOSWindowsMobile device troubleshootingLog analysis

Summary

Provide advanced technical support and IT operations for internal teams and players. Troubleshoot complex issues, manage network configurations, and deploy updates using MDM tools. Collaborate with cross-functional teams to resolve critical incidents and automate workflows.

Job description

On any given day at our game studio, you might:

  • Provide advanced technical support for internal teams, external players, or partners, ensuring smooth operations and high-quality experiences.
  • Collaborate with cross-functional teams (e.g., developers, QA, DevOps) to escalate and resolve critical issues using tools like Jira.
  • Assist in deploying updates, patches, or hotfixes via MDM tools like Jamf Pro and Microsoft Intune.
  • Troubleshoot and maintain network configurations, including switches, access points, and VLAN setups.
  • Diagnose and resolve complex technical issues related to game development tools, build systems, live operations, or player experiences.
  • Act as the primary point of contact during critical incidents, coordinating with teams to ensure quick resolution and post-incident improvements.
  • Develop scripts or tools to automate repetitive tasks and improve troubleshooting, monitoring, or diagnostics.

We expect you to:

  • Have a passion for games and a deep understanding of the technical challenges faced by players and developers.
  • Thrive in a fast-paced environment and enjoy solving complex problems with innovative solutions, such as the AI toolchain.
  • Create common goods and build gamification in the office environment, onboarding pipeline, and other areas.

Required Skills

  • 3 years or more of experience in technical support, IT operations, or a related field in a production environment.
  • Strong troubleshooting skills using scripting languages (e.g., Python, C#, or shell scripting).
  • Solid understanding of networking concepts (e.g., TCP/IP, DNS, DHCP, VLANs) and server administration.
  • Proficiency in various platforms/devices such as macOS, Windows, and mobile device troubleshooting, including enterprise applications.
  • Experience with network devices (switches, routers, access points) and basic networking configurations.
  • Ability to analyze logs, error reports, and crash dumps to identify root causes of issues.
  • Familiarity with the AI application ecosystem.
  • Exceptional communication and interpersonal skills for liaising with cross-functional teams and end users.
  • Capable of understanding English documentation. Fluent in written English for technical communications in chat tools. Able to speak English for daily life.

Preferred Skills ：

Any of the following would be highly preferred, but most of all, we value engineers who are eager to learn new ways to deliver value to players and teams:

  • Fluent in spoken English for professional communications.
  • Knowledge of enterprise tools like Okta and Google Workspace for user account management.
  • Experience with MDM tools like Jamf Pro and Microsoft Intune.
  • Experience with version control systems like Git or Perforce.
  • Familiarity with cloud platforms (AWS, Azure, or GCP) and DevOps tools (Docker, Jenkins, Kubernetes).
  • Proactive in identifying repetitive tasks and collaborating with engineering teams to automate workflows.
  • Experience in monitoring and mitigating cybersecurity risks, such as unauthorized access or data breaches.
  • Familiarity with game engines such as Unity and Unreal. If you're passionate about games, enjoy working in a collaborative environment, and are eager to tackle technical challenges head-on, we'd love to hear from you!

Why work at thatgamecompany

  • Culture: The studio describes itself as “compassionate, creative” and values “integrity and personal growth within an environment of intense collaboration and experimentation.” Employee rating on LinkedIn: 4.2/5.0 (11 reviews), with Culture score 4.3, Work-Life 4.2, Compensation 4.2, Career 4.1.
  • Remote/Hybrid/Office Policy: Not explicitly stated in provided sources, but headquarters in Santa Monica, California is a physical studio. The company previously planned a second studio in SF Bay Area (cancelled due to COVID) and now operates distributed across 15 countries, suggesting flexible/remote options are possible.
  • Notable Perks & Engineering Culture: Emphasis on “making magic” and pushing artistic boundaries; tech stack includes Kubernetes, Docker, Prometheus, Protobuf, Tableau, microservices, and GitHub. Employees come from top entertainment/tech companies (Pixar, Blizzard, Riot Games, Amazon, Unity, etc.), indicating a high-caliber peer group.
  • Growth Opportunity: With 24 active job postings (including Engineering, AI, Art, Marketing, Data) and a yearly hiring trend +4.3%, the studio is expanding. Roles such as Senior Data Analyst, Senior Machine Learning Engineer, and 3D Environment Artist signal opportunities to work on flagship products.
  • Mission-driven work: Opportunity to contribute to games that aim to make a positive impact on players’ lives and expand the emotional range of the medium.

Application questions