Senior Player Support, Operations Specialist – Space Engineers Franchise

🕒 September 8

🇨🇿 Czechia – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Keen Software House

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

🎮 Gaming

📚 Education

Gaming • Education

Keen Software House is an independent game development studio that creates games grounded in real science, facts and physics, with a stated goal of promoting science, space exploration, and STEM learning through gameplay. The studio is best known for the Space Engineers franchise (including Space Engineers and Space Engineers 2) and regularly ships updates and expansion packs. Keen emphasizes realistic mechanics (no magic/fantasy), creativity and player-driven building, and operates a storefront, community channels (Discord, social media), and a careers page.

📋 Description

• Act as the primary owner of the Player Support function for Space Engineers and Space Engineers 2 • Report to the Executive Producer and work as part of the Marketing team • Assess the current Player Support setup and identify gaps in processes, tools, documentation, escalation, reporting, and communication • Establish and continuously improve workflows for receiving, categorising, investigating, escalating, tracking, and following up on player issues • Define escalation paths between Player Support, Production, QA, Game Design, Engineering, Marketing, and other teams • Monitor player feedback, sentiment, and emerging topics across Steam reviews and discussions, the Keen support portal, Discord, and other channels • Respond to player questions, concerns, and support requests clearly, professionally, and helpfully • Identify recurring problems and distinguish technical issues, usability problems, design feedback, communication gaps, and isolated complaints • Investigate and escalate technical issues with QA and development teams to connect player cases to verified or reproducible defects • Turn player and community feedback into actionable insights for Production, QA, Game Design, and development teams • Define meaningful Player Support metrics and establish regular professional reporting using operational data and qualitative feedback • Track important issues through investigation and resolution and communicate outcomes to players where appropriate • Create and maintain knowledge-base content, troubleshooting guides, FAQs, response templates, and internal support documentation • Improve and configure support workflows, tooling, automation, and self-service processes • Identify opportunities to reduce recurring problems, improve support efficiency, and strengthen player-studio communication • Help determine future tools, processes, automation, or capacity needs as the games and communities develop

🎯 Requirements

• 5+ 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 live, actively developed games • Experience communicating with players through Steam, Discord, support portals, forums, or similar channels • Fluent English, spoken and written • Ability to communicate complex or sensitive topics clearly and appropriately • Ability to remain calm, professional, and constructive with frustrated or critical players • Strong analytical judgment and experience analysing player sentiment and qualitative community feedback • Ability to identify meaningful patterns and trends • Ability to distinguish bugs, technical issues, usability problems, onboarding problems, design feedback, feature requests, communication gaps, isolated complaints, and recurring community trends • Ability to turn player feedback into structured, actionable insights for development teams • Ability to understand technical and game-development topics well enough to communicate them accurately • Previous experience working directly with game developers, producers, QA, designers, or other development disciplines • Strong understanding of professional Player Support operations, including ticket workflows, issue categorisation, escalation paths, documentation, ownership, and follow-through • Ability to establish structure where processes are developing or undefined • Experience producing professional support reporting and turning operational data and qualitative feedback into useful stakeholder insights • Strong organizational skills and ability to track recurring topics, open issues, escalations, and community sentiment changes • Ability to work independently as primary owner of Player Support • Proactive, self-driven mindset with strong ownership and follow-through • Proven experience owning or leading player support operations for PC and/or console games • Hands-on experience configuring and improving Zendesk, Helpshift, or equivalent support platforms, including forms, queues, routing, permissions, surveys, automations, and reporting • Strong understanding of Player Support KPIs, including CSAT, first response time, resolution time, SLA compliance, backlog age, repeat contacts, and cost per resolution • Ability to measure self-service and ticket deflection effectiveness • Experience creating and maintaining searchable knowledge bases, troubleshooting and diagnostic guides, response templates, FAQs, and documented support procedures • Strong technical troubleshooting ability involving logs, crashes, save files, hardware, mods, connectivity, and multiplayer • Experience defining escalation procedures and connecting player cases to reproducible or verified defects with QA and development teams • Experience implementing or operating support automation, including quality checks, permissions, and escalation to human support • Experience with support quality reviews, coaching, workload planning, and coverage planning • Ability to produce professional reporting and measurable improvements from support data • Ability to assess support setups, identify gaps, and improve tools, workflows, reporting, documentation, and escalation processes • Shares and upholds Keen Software House High Standards

🏖️ Benefits

• Flexible remote work within Europe (CET +/- 2 hours) • Opportunity to work autonomously and have significant impact and responsibility • Friendly environment with an inspiring international team