Technical SME (Player Support)

Location: Hybrid role based within a comfortable commuting distance of the Cambridge, UK office, with onsite attendance as required. Candidates must be based there or willing to relocate.

Company

hirify.global develops community-powered online games, including the RuneScape MMORPG franchise, across PC and mobile platforms.

What you will do

• Act as the Technical SME within Player Support and across the wider business, building expertise in cloud and on-premise infrastructure, online game systems, and player-impacting technical issues.
• Identify, own, and deliver reactive and proactive projects supporting releases, live operational changes, player experience, and Player Support services.
• Collaborate with stakeholders across hirify.global to coordinate milestones, releases, and technical issue resolution under pressure.
• Act as the Voice of the Player by identifying issues, escalating them appropriately, and tracking them through to resolution.
• Handle complex player enquiries and support first-line support agents with feedback and guidance.

Requirements

• Resilient customer-facing experience in a fast-paced environment requiring quick decisions and composure under pressure.
• Understanding of infrastructure concepts, including how cloud and on-premise systems work and how online games depend on them.
• Proven project management skills, including problem identification, planning, completion, and competing-priority management.
• Strong collaboration and stakeholder engagement skills, with the ability to communicate complex issues clearly across teams and levels.
• Proactive and adaptable approach, with confidence making independent decisions when leadership is unavailable.
• Permanent right to work in the UK without employer sponsorship is required.

Nice to have

• Linux experience and hands-on technical experience.

Culture & Benefits

• Flexible working hours in a hybrid working environment.
• Private healthcare, including a dental plan.
• Discretionary annual performance bonus.
• Minimum 6% pension contributions and life insurance.
• Enhanced family leave from day one.
• 25 days of annual leave plus bank holidays, with the option to buy or sell holidays.