Senior Player Support & Operations Specialist (Space Engineers Franchise)

At Keen Software House, we develop large-scale sandbox simulation games like Space Engineers 1 and Space Engineers 2, built around engineering, construction, destruction, physics, emergent gameplay, and player creativity, together with the proprietary technology that powers them.

We are currently looking for an experienced Senior Player Support & Operations Specialist (Space Engineers Franchise) with professional experience in the video game industry to work across Space Engineers and Space Engineers 2.

This role goes beyond traditional customer support. You will act as an important bridge between our players and the studio – understanding what players are experiencing, identifying recurring problems and meaningful feedback, bringing actionable insights back to development teams, and helping communicate clearly to the community.

Player Support at Keen is still a developing function. You will take primary ownership of it, combining hands-on player support with establishing the processes, tools, reporting, documentation, escalation paths, and workflows needed for a professional and scalable support operation.

We are looking for someone senior enough to work independently, identify what is missing, introduce practical structure, and understand what should be tracked, measured, and reported to help the studio make better decisions.

You will actively follow player sentiment across Steam, Consoles, our support portal, Discord, and other relevant channels, separate meaningful patterns from individual complaints, and ensure important player issues are properly investigated, escalated, followed through, and communicated back where appropriate.

This is a proactive role requiring empathy, judgment, analytical thinking, technical understanding, ownership, and clear communication. You will have the opportunity to shape how Player Support works at Keen and build a stronger connection between the Space Engineers community and the teams developing the games.

While our studio is based in Prague, we offer the flexibility to work remotely within Europe (CET +/- 2 hours).

If you enjoy challenging work, seek autonomy, thrive on impact and responsibility, and want to work in a friendly environment with an inspiring international team, then come and join us!

Required profile

Core 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 platforms such as Steam, Discord, support portals, forums, or similar community channels
• Fluent English, spoken and written, with the ability to communicate complex or sensitive topics clearly, concisely, and with the appropriate tone
• 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, with the ability to identify meaningful patterns and trends
• Ability to distinguish between:
• bugs and technical issues
• usability or onboarding problems
• design feedback and feature requests
• communication or expectation gaps
• isolated complaints and 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 how a professional Player Support function should operate, 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 the 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 and make progress without requiring an established support team or mature internal processes
• Proactive, self-driven mindset with strong ownership and follow-through – when an important issue is identified, you make sure it reaches the right people and is followed through
• Shares and upholds our High Standards

Previous experience building a Player Support function from scratch is not required. What matters is that you understand how such a function should be structured, operated, measured, and improved.

Support operations & technical requirements

• 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 support platforms such as Zendesk, Helpshift, or equivalent tools, 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 the effectiveness of self-service and ticket deflection, distinguishing successful self-resolution from player abandonment
• Experience creating and maintaining searchable knowledge bases, troubleshooting and diagnostic guides, response templates, FAQs, and documented support procedures
• Strong technical troubleshooting ability, including investigating issues related to logs, crashes, save files, hardware, mods, connectivity, and multiplayer
• Experience defining escalation procedures and working with QA and development teams to connect player-reported cases to reproducible or verified defects
• Experience implementing or operating support automation, including quality and accuracy checks, appropriate permissions, and reliable escalation to human support when needed
• Experience with support quality reviews, coaching, workload planning, and coverage planning for releases, major updates, and periods of increased support volume
• Ability to turn support data into clear, professional reporting and measurable improvements, identifying recurring problems, root causes, and opportunities to reduce future player contacts
• Ability to independently assess an existing support setup, identify gaps, and introduce practical improvements to tools, workflows, reporting, documentation, and escalation processes

DUE TO THE HIGH VOLUME OF APPLICATIONS, PLEASE NOTE THAT ONLY CANDIDATES WHO MEET THE KEY REQUIREMENTS OF THE ROLE AND ARE SELECTED FOR THE NEXT STAGE WILL BE CONTACTED.

Nice to have

• Experience working on live-service, Early Access, or continuously developed games
• Experience with sandbox, simulation, survival, or technically complex games

Previous experience setting up, scaling, or significantly improving a support operation

• Familiarity with Space Engineers
• Active interest in PC gaming, modding, or sandbox game communities

Key responsibilities

• Report to the Executive Producer and work as part of the Marketing team
• Act as the primary owner of the Player Support function for Space Engineers and Space Engineers 2
• Assess the current Player Support setup and identify gaps in processes, tools, documentation, escalation, reporting, and communication
• Establish and continuously improve practical workflows for receiving, categorising, investigating, escalating, tracking, and following up on player issues
• Define clear 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 relevant channels
• Respond to player questions, concerns, and support requests in a clear, professional, and helpful way
• Identify recurring player problems and distinguish between technical issues, usability problems, design feedback, communication gaps, and isolated complaints
• Investigate and escalate technical issues with sufficient context, working with QA and development teams to connect player-reported cases to verified or reproducible defects
• Turn player and community feedback into clear, structured, and actionable insights for Production, QA, Game Design, and other development teams
• Define meaningful Player Support metrics and establish regular professional reporting, combining operational data with qualitative player feedback to highlight recurring problems, emerging risks, and relevant trends
• Help close the feedback loop by tracking important issues through investigation and resolution and, where appropriate, communicating outcomes back to players
• 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 where appropriate
• Proactively identify opportunities to reduce recurring player problems, improve support efficiency, and strengthen communication between players and the studio
• Over time, help determine what additional tools, processes, automation, or capacity the Player Support function needs as the games and communities develop

What we value

• Hold yourself to A-player standards
• Player empathy without losing perspective – understand player frustration and criticism without treating every individual request as the right product decision
• Signal over noise – use strong judgment to identify meaningful patterns, understand their context, and bring development teams useful conclusions rather than simply forwarding individual comments
• Builder mentality and operational thinking – be comfortable stepping into an environment where the function is not fully defined, identifying what is missing, and creating practical processes and structure without unnecessary bureaucracy
• Hands-on ownership and follow-through – be comfortable both shaping how the function should work and doing the day-to-day work yourself, taking important issues from identification through resolution and communication
• Clear and direct communication – communicate accurately, transparently, and without unnecessary corporate language or ambiguity
• Calm under pressure – remain professional, constructive, and solution-oriented even when players are frustrated, angry, or highly critical
• Curiosity and proactivity – look beyond the surface-level problem, understand why it is happening, and identify emerging issues, risks, and opportunities before someone has to ask

DUE TO THE HIGH VOLUME OF APPLICATIONS, PLEASE NOTE THAT ONLY CANDIDATES WHO MEET THE KEY REQUIREMENTS OF THE ROLE AND ARE SELECTED FOR THE NEXT STAGE WILL BE CONTACTED.