Engineering Lead, Player Care

We are looking for a talented and experienced Engineering Lead to join our Player Care team. In this critical role, you will be responsible for developing and maintaining the technology that supports our Trust & Safety, Player Support, and Product Support teams. As the Engineering Lead, you will manage both internal and external developers, as well as manage the technical relationship with third-party technology used by the Player Care teams. You will report directly to the Head of Player Care and play a key role in ensuring that our technology solutions are reliable, scalable, and aligned with the needs of our games and the Player Care teams.

Responsibilities

Technology Development and Maintenance:

• Lead the development and maintenance of technology solutions that support Trust & Safety, Player Support, and Product Support teams.
• Ensure that all systems are reliable, scalable, and meet the evolving needs of the Player Care teams.

Vendor and Technology Management:

• Oversee the selection, integration, and management of third-party technology solutions used by the Player Care teams.
• Work closely with vendors to ensure that technology solutions are fully optimized and meet the operational needs of the teams.

Collaboration and Communication:

• Collaborate with other leads within the Player Care Lead team and throughout the company to align technology solutions with overall team objectives.
• Facilitate effective communication between the engineering team and other departments, ensuring a shared understanding of goals and progress.

Strategic Planning:

• Work with the Head of Player Care to develop and implement a strategic vision for technology within Player Care.
• Identify opportunities for innovation and improvement in existing systems and processes.

Performance Monitoring:

• Monitor and evaluate the performance of all technology systems, implementing improvements as needed.
• Track and report on key performance metrics related to technology usage and effectiveness within Player Care.

Risk Management:

• Identify and mitigate potential risks related to technology and development processes.
• Ensure that all technology systems are secure and comply with relevant regulations and industry standards.

Requirements

• Proven experience in an engineering leadership role, preferably within the gaming or tech industry.
• Demonstrated experience in building and maintaining large-scale, high-availability services.
• Excellent leadership and team management skills, with the ability to inspire and guide both internal and external developers.
• Experience managing vendor relationships and rented technology solutions.
• Strong problem-solving skills with the ability to make data-driven decisions.
• Excellent communication and collaboration skills, with the ability to work effectively across teams and departments.
• Passion for mobile gaming and a deep understanding of player care dynamics is a plus.