Keen Software House
51 - 200 employees
Founded 2010
🎮 Gaming
📚 Education
🥽 AR/VR
Gaming • Education • AR/VR
Keen Software House is an independent game development studio that focuses on creating games rooted in real science, facts, physics, and emotions, aiming to promote STEM education and creativity. They encourage players to learn while engaging in gameplay, particularly fostering interests in space exploration and related fields. Their most notable work includes the game Space Engineers 2, which emphasizes scientific principles and innovation.
Senior Player Support – Operations Specialist
🕒 September 8
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Keen Software House
51 - 200 employees
Founded 2010
🎮 Gaming
📚 Education
🥽 AR/VR
Gaming • Education • AR/VR
Keen Software House is an independent game development studio that focuses on creating games rooted in real science, facts, physics, and emotions, aiming to promote STEM education and creativity. They encourage players to learn while engaging in gameplay, particularly fostering interests in space exploration and related fields. Their most notable work includes the game Space Engineers 2, which emphasizes scientific principles and innovation.
📋 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 relevant 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 • Identify recurring player problems and distinguish technical issues, usability problems, design feedback, communication gaps, and isolated complaints • Investigate and escalate technical issues with context, working with QA and development teams on verified or reproducible defects • Turn player and community feedback into actionable insights for Production, QA, Game Design, and development teams • Define 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 player problems, improve support efficiency, and strengthen player-studio communication • Help determine future tools, processes, automation, and capacity needs
🎯 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 how players interact with live and actively developed games • Experience communicating directly with players through Steam, Discord, support portals, forums, or similar community channels • Fluent English, spoken and written • 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 • Ability to distinguish bugs and technical issues, usability or onboarding problems, design feedback and feature requests, communication or expectation gaps, and isolated complaints from 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 • Strong understanding of professional Player Support operations, including ticket workflows, issue categorisation, escalation paths, documentation, ownership, and follow-through • Ability to establish structure in an environment where processes are still developing or not yet fully defined • Experience producing professional support reporting and turning operational data and qualitative player feedback into useful insights for stakeholders • Strong organizational skills and ability to track recurring topics, open issues, escalations, and changes in community sentiment • Ability to work independently as the primary owner of the Player Support function • Proactive, self-driven mindset with strong ownership and follow-through • Proven experience owning or leading player support operations for PC and/or console games, including technical troubleshooting and support around releases, updates, and live issues • 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 • 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 working with QA and development teams on reproducible or verified defects • Experience implementing or operating support automation • Experience with support quality reviews, coaching, workload planning, and coverage planning • Ability to turn support data into professional reporting and measurable improvements • 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
• Remote work within Europe (CET +/- 2 hours) • Friendly environment with an inspiring international team
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