Technical Support Manager
Epic Games - Cary, NC

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Do you have a passion for helping others ship world-class titles? Do you enjoy teaching folks how to use technology? Would you like to work with a team that consistently ships multi-million unit selling games? And be a part of creating something Epic? If you answered yes to any of those questions we would like to talk to you about joining our team, where everything we do is Epic.

Epic Games, the award-winning developer known for the Unreal series of games, Gears of War, and the Unreal Engine, is searching for an experienced Technical Support Manager. The person in this role will be the main communication point between Epic and our technology customers.

  • Manage Customer accounts on support websites (Unreal Developer Network)
  • Track and assign support tickets on support websites (Unreal Developer Network, and future sites)
  • Improve communication with our customers by supporting them, resolving their concerns, and keeping them informed
  • Work with the development team, and Epic's PR and Marketing team to define and implement community plans
  • Maintain critical analyses of competitive developer technologies, tools, community management, and support
  • Work closely with internal product development teams to comprehend and influence upcoming platform technologies, features and tools
  • Coordinating with our PR/Marketing team on trade show presence, to include managing technical sessions at GDC and other conferences

  • A passion for game engine technology and/or Video Games
  • Experience managing large technical communities, and interacting with customers
  • Excellent communication skills and writing skills
  • Extensive understanding of the technologies behind modern video games from console to mobile
  • Experience balancing workload by knowing when to work independently, delegate to internal resources, and external contractors
  • Experience working in game development, and knowledge of the game development process

Preference to applicants with
  • Experience as an account manager, or member of support staff
  • Experience with leadership roles in other tech support environments
  • Experience with Unreal Engine technology
  • Experience establishing and nurturing partnerships in the video game engine marketplace

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