Customer Support Specialist (Space Engineers)

About this role

AtKeen 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

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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

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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

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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

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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

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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

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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,…