We're looking for a motivated team member to step into the role of Game Support Specialist within our Customer Support team. This is a great opportunity to deepen your knowledge of our games, work closely with Development and QA, and play a key role in shaping the player experience.
This position goes beyond handling tickets — it's about becoming a knowledge owner for our games, identifying trends, improving documentation, and helping ensure players receive clear, thoughtful, and high-quality support.
What You'll Be Doing:
Provide high-quality, text-based support for complex and escalated player issues
Troubleshoot gameplay, account, and technical issues across PC, mobile, and console platforms
Act as an escalation point and support junior Support Agents with guidance and best practices
Collaborate closely with Development and QA to investigate and escalate customer-reported issues
Write clear, structured bug reports and maintain accurate updates in our bug-tracking system
Develop and maintain expert knowledge of assigned games, features, and known issues
Create and update internal and external knowledge base content (FAQs, troubleshooting guides, how-to articles)
Monitor player feedback and recurring issues, identifying trends and stress areas
Highlight usability or design pain points that impact player experience
Who We're Looking For:
Experience in a customer-facing role (support, community, QA with player interaction, retail, hospitality, tech services, etc.)
Strong written communication skills with excellent clarity and tone
Passion for video games and curiosity about how they are built and maintained
Strong problem-solving skills and confidence in troubleshooting across different platforms
High emotional intelligence and the ability to handle complex or sensitive player interactions
Strong organisational skills and attention to detail
Ability to collaborate effectively with cross-functional teams
Bonus Points:
Experience in QA, junior support, or community management
Familiarity with ticketing or bug-tracking tools
Experience in the tech or gaming industry
Knowledge of Google Workspace tools
Why Apply:
This is a fantastic opportunity to grow within Marmalade Game Studio, build deep expertise in our games, and directly influence how players experience them. You'll collaborate across teams and contribute meaningfully to improving both our support processes and our products.
Benefits:
Competitive salary
Flexible working: WFH, hybrid, or in-studio
22 days holiday + 3 bonus days over Christmas + extra days for long service
40 hours per year dedicated to professional development
Other benefits relevant to your location
A meaningful role where your work makes a real impact
Regular team socials and parties!
Ready to Level Up?
If you're excited to bring your skills to a fun, friendly, and forward-thinking studio, we'd love to hear from you.
To apply, submit your CV below or email us at ******
We aim to respond to all shortlisted candidates within two weeks of the closing date. If you don't hear from us, it means you haven't been selected this time — but we truly appreciate your interest.