Description
Please note that this is for internal recruiting only.
External applications for this role will not be processed.Since ****, we've been on a mission to reshape how playersinteract with their favorite games,growing into a general team of over 12,000 professionals spread across 70+ studios in 26countries.
We are always there to lend a hand to video games developers and publishers by offering awide range of solutions: from art and audio to testing, localization and finally - PlayerEngagement - which is one of the fastest-growing Service Lines at Keywords Studios.
PlayerEngagement provides technical support, community management, and trust & safety servicesfor a wide range of AAA and Indie studios in the gaming industry.
Join us in our mission to build engaging player communities and offer outstandingexperiences!
We are looking for a Tier 3 Agent who has customer-facing experience, high-level technical support handling deep network and device isolation, and escalating verified bugs.Key Responsibilities & Activities:
• Act as a Subject Matter Expert across multiple titles, providing expert-level guidance andsolutions.
• Handle complex technical and in-game cases with minimal supervision, ensuring highcustomer satisfaction.
• Document solutions and insights into internal and client-facing knowledge bases.
• Completely non-scripted problem-solving.
• Leverage admin tools to diagnose player issues,



detect patterns and escalate bugs orurgent concerns.Analytical Thinking and Process Improvement
• Analyze support data to identify trends, root causes and recurring pain points.
• Propose and lead initiatives aimed at increasing efficiency, automation and overallsupport quality.
• Generate regular reports and insights on performance, ticket behavior, player sentimentand emerging game issues.
• Collaborate with leadership to forecast support demand and evaluate the impact ofgame changes or events.
• Engage in continuous learning and participate in critical thinking workshops, compliancerefreshers and feedback sessions.Client and Stakeholder Engagement
• Communicate directly and confidently with clients and internal teams at all levels.
• Participate in regular syncs with clients to align support operations with game priorities.
• Provide structured, data-backed feedback to improve client satisfaction and in-gameexperience.
• Contribute to a feedback loop between players, clients and internal support teams forcontinuous improvement.Candidate Profile & QualificationsCore Requirement:Elevated tech support or IT-level background with strongnetwork troubleshootingskills.
Nice-to-Haves:Prior audio or Wi-Fi specific experience is a plus, but not mandatory.
The Mindset:We are looking for someone who excels at network troubleshooting.
Time Zone:Eastern Standard Time (EST).
Schedule:Monday to Friday.
MEXICO TEAM LEADS ONLY
Proficient English language skills.

📌 Tier 3 Agent - Player Engagement (Ciudad Apodaca)
🏢 Keywords Studios
📍 Ciudad Apodaca