R&D Technical Support Specialist

We are looking for a R&D Technical Support Specialist to bridge the gap between R&D department and game and art production teams while also managing user support for R&D-developed tools and applications. This role will focus on improving communication, gathering user feedback, working with the internal team to resolve tool-related issues, and fostering a collaborative environment.

The ideal candidate is both user-focused and technically adept, capable of understanding game and art production teams' needs and ensuring that R&D’s tools are well supported and effectively integrated into their workflows.

• User Support & Issue Management: Handle support requests, manage communication channels, and provide troubleshooting resources.

• Feedback & Process Improvement: Gather user insights to provide recommendations and change requests to the internal R&D team. Work with internal production team to align priorities and collaborate with internal communications team on communications and training to users.

• Advocacy & Communication: Promote R&D initiatives, share updates, and strengthen cross-team collaboration.

• Community Engagement: Foster collaboration between R&D and game and art production teams, drive tool adoption, and facilitate feedback sessions.

• Experience in customer support, community management, or technical. communication within a game studio, tech company, or software development team.

• Exceptional language precision and clarity in English.

• Strong communication and interpersonal skills for engaging with diverse teams.

• Excellent troubleshooting skills and the ability to manage and prioritize support requests effectively.

• Experience managing support ticketing systems and internal documentation (e.g., Jira, Freshservice, Sharepoint).

• Good understanding of game art pipelines, AI-driven tools, or technical workflows is a plus.

• Business level proficiency in Mandarin is a plus.