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Job Summary:

We are looking for a detail-oriented Monitoring Staff to oversee live game operations and community activity throughout their shift. The role is responsible for ensuring that issues and notable events are promptly observed, verified, and communicated to the appropriate stakeholders.

This includes monitoring game performance, identifying and validating technical or community-related issues, escalating critical concerns, and maintaining clear, structured reports. The ideal candidate has experience within the online gaming space and is familiar with how live service environments operate.

Qualifications:

• Experience in the online gaming industry
• Background in Customer Support or Community Management
• Strong written and verbal communication skills; ability to convey issues clearly and concisely
• Familiarity with gaming terminology and concepts (e.g., bugs, exploits, server issues, gameplay systems)
• Analytical mindset with strong attention to detail and situational awareness
• Ability to work independently, prioritize effectively, and remain attentive during extended monitoring periods
• Comfortable investigating issues firsthand when needed (basic testing, reproduction, verification)
• Experience with live operations tools (e.g., forums, Discord, monitoring dashboards, reporting tools)
• Willingness to work on shifting schedules, including weekends and holidays, as required by live operations

Responsibilities and Duties:

• Monitor the assigned game project continuously throughout the shift to detect issues and notable events in real time
• Identify and track major game issues (e.g., disconnections, inaccessibility, login failures, shop/payment issues)
• Observe and report community-related signals (e.g., bug reports, exploits, trending concerns, disruptive behavior)
• Validate and investigate reported issues when necessary (e.g., reproduce bugs, perform basic in-game checks) before escalation
• Escalate critical or high-impact issues promptly to the Project Manager and/or Supervisor with clear context and supporting details
• Maintain accurate monitoring logs and organize findings into structured daily reports
• Ensure proper shift handover by documenting ongoing issues, status updates, and key observations

Benefits:

• Flexible schedule
• Health insurance

Application Question(s):

• Do you have Gaming Experience? Playing Games? How many years?

Experience:

• Customer support: 1 year (Preferred)
• Community Management: 1 year (Preferred)

Work Location: Remote