Developer Support Programmer

About the Role

Day-to-day, the Developer Support Programmer will act as the first point of contact for developers' questions, technical problems, and help requests related to DevOps services and pipeline tools. This involves resolving common issues independently and escalating complex issues to the appropriate teams in a timely manner. The role also includes providing support through features, prototypes, and clear communication across the full technology stack, both directly and indirectly related to DevOps services and pipelines.

Given the nature of the role and the company's commitment to innovation and excellence, the team context is highly collaborative and dynamic. The Developer Support Programmer will work closely with various teams, including development, operations, and possibly external partners, to ensure that all aspects of the game development and deployment process are well-supported and optimized.

What You Will Do

• Act as the primary point of contact for developers' day-to-day questions and technical issues related to pipeline tools and backend services.
• Resolve common technical issues independently, utilizing knowledge of software development processes, version control systems, and build/deployment pipelines.
• Escalate complex issues to the appropriate teams, ensuring clear communication and timely resolution.
• Develop, maintain, and share comprehensive documentation (FAQs, guides, best practices) to enhance the efficiency of development teams.
• Provide proactive support and guidance through knowledge-sharing initiatives, recognizing the importance of preventive measures in reducing future issues.
• Deliver structured reporting on service problems, recurring incidents, and areas for improvement, contributing to the continuous refinement of processes.
• Collect and analyze user feedback to identify recurring issues, ensuring that these are addressed promptly and effectively.
• Participate in the development of new features and prototypes that can improve the support process and overall developer experience.
• Collaborate with the development team to implement changes and fixes, based on feedback and issue reports.
• Stay updated with the latest developments in software engineering, DevOps practices, and relevant technologies, applying this knowledge to improve support services.

What We Are Looking For

• Minimum of 2 years of experience in a technical support/IT, DevOps, or software engineering environment.
• Hands-on experience with ticketing systems, knowledge bases, or live service operations.
• Understanding of software development processes, including version control systems (such as Perforce or Git), and build/deployment pipelines.
• Familiarity with DevOps practices, CI/CD pipelines, and cloud-based services.
• Strong troubleshooting and problem-solving abilities across diverse tech stacks.
• Excellent communication skills, with the ability to explain technical issues clearly and concisely.
• User-focused mindset, with patience and empathy for end-users, recognizing the impact of support on the overall user experience.
• Ability to prioritize tasks effectively, manage multiple requests, and adapt to frequent context switching in a fast-paced environment.
• Experience with supporting large-scale projects, preferably in the gaming industry, though not required.

Nice to Have

• Experience supporting Unreal projects, which could be beneficial given the company's involvement in AAA game development.
• Familiarity with programming languages such as C# and Python, which could be advantageous in certain aspects of the role.
• Previous experience in a hybrid or fully remote work setting, which could ease the transition into CD PROJEKT RED's flexible work environment.

Benefits and Perks

• Company-paid medical healthcare, including dental, vision, and mental health support, recognizing the importance of employee well-being.
• Free mental health support, encompassing access to counseling, psychiatric care, and a variety of well-being webinars.
• Paid leave, including 26 days of vacation, 10 sick days, and 12 calendar holidays per year, to ensure a healthy work-life balance.
• 401K with employer matching, contributing to the long-term financial security of employees.
• Lifestyle Spending Account (LSA) –
  00 per month to use towards fitness, wellness, internet, home office equipment, learning, streaming services, and more, supporting the diverse needs and interests of the team.
• Menstrual leave, offering an extra day off for employees experiencing period pain, demonstrating a commitment to inclusivity and support.
• RED Parents Network, providing support for working parents, including childcare benefits and family-friendly events, acknowledging the challenges and rewards of balancing work and family life.

• Ensure your resume and cover letter highlight your technical skills, especially in areas related to DevOps, software engineering, and problem-solving, as these are key to the Developer Support Programmer role.
• Prepare to talk about specific instances where you've resolved complex technical issues, focusing on your approach, the tools you used, and the outcome, as this demonstrates your capability to handle the responsibilities of the position.
• Develop a portfolio or be ready to discuss projects you've worked on that demonstrate your understanding of software development processes, version control systems, and build/deployment pipelines, showcasing your practical experience.
• Practice explaining technical concepts in simple terms, as effective communication is crucial for success in this role, and be prepared to provide examples of how you've done this in the past.
• Don't hesitate to ask about the team's current challenges and how you can contribute to solving them, as this shows your interest in the role and your willingness to make a positive impact from the start.
• Consider negotiating your salary based on your experience and the market rate for similar positions, ensuring that your compensation reflects your value to the company.
• Be prepared to discuss your experience with remote work, if applicable, and how you stay productive and connected with the team in a distributed environment, as this is relevant to the company's hybrid and remote work options.