Developer Support Engineer

Job Description - add details here

Project OverviewThe Developer Support Engineer works within the Developer Ecosystem Success organization to help developers through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support all developers across Quest, VR, Wearables, 2D, Horizon Worlds and Horizon Worlds mobile experiences. As part of the DES organization, the Developer Support Engineers are technically savvy, creative problem solvers and life-long learners who strive to provide the best possible service to our developers. A live ops engineer is the most similar role in comparison.
Overall ResponsibilitiesDevelop and maintain deep technical knowledge of the Horizon OS and Horizon World platforms, features and toolsManage escalation queue of second and third level triage of inbound developer questionsPrioritize, investigate, and debug technical issues efficiently, escalating to SMEs when necessaryCommunicate technical resolutions, workarounds, and product confusions effectively to internal SMEs and external developersStay up-to-date on new developer-facing products as well as internal tools and systemsEvangelize technical developer support efforts across the organization, promoting best practices and knowledge sharingIdentify opportunities to optimize and automate workflows, implementing process improvementsAssist with KPI implementation, tracking, and reporting, utilizing data to drive decision-makingPerform retrospectives, developing training materials and runbooks to enhance the knowledge base
Mandatory SkillsExperience in software development and developer operationsExperience working in a fast paced environment (live ops)Experience reading, understanding and debugging code and source control historyExperience investigating and debugging complex technical issuesExperience translating technical concepts and solutions to non-technical audiencesExperience working with vendors, specifically outsourced customer or developer support teamsExperience leading projects and implementing technical solutionsExcellent written, verbal and communication skillsExperience with ticket escalationSelf-starterBachelor's degree in computer science or related fieldPrevious work experience in tech


Skills and Requirements - add details here

Mandatory Skills

Experience in software development and developer operationsExperience working in a fast paced environment (live ops)Experience reading, understanding and debugging code and source control historyExperience investigating and debugging complex technical issuesExperience translating technical concepts and solutions to non-technical audiencesExperience working with vendors, specifically outsourced customer or developer support teamsExperience leading projects and implementing technical solutionsExcellent written, verbal and communication skillsExperience with ticket escalationSelf-starterBachelor's degree in computer science or related fieldPrevious work experience in tech