Support Analyst

Redwood City, CA | Freelance | Job ID #46714 |
Posted Last Month
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Onward Search has an exciting opportunity for a driven Support Analyst with our client, a leading interactive entertainment software company. As a Support Analyst, you'll be responsible for acting as the first point of contact for all social customers during integration. The key challenge for the role is to update and optimize the end-to-end product support from on-boarding through to launch.

This is an on-site, 7 month contract opportunity located in the South Bay that kicks-off Mid-June!


  • Be knowledgeable about all Social products
  • Be the point of contact for game teams to support all Social-related matters to:
  • Help teams through Social product on-boarding flows
  • Be hands-on in configuring services and provide direct support to customers
  • Manage support emails, create appropriate tasks, communicate to needed team members
  • Collaborate with Product Management on identifying common support issues, identify gaps and update technical documentation
  • Manage the overall support status: monitor age and severity of open issues, follow up on overdue responses
  • Capture and share across the Social team to maintain the list of top issues and advocate for solutions
  • Proactively drive continuous improvement for integration and support processes
  • Be involved in debugging and triaging bugs and automating the reports
  • Review and assess the on-boarding flow (which includes: documentation, on-boarding process, and SLAs) of new/updated EADP products before they are released to customers
  • Maintaining key game information (i.e. key milestone dates, usage projections, committed tech adoptions)


  • 4+ years of experience working in technical support with interests in product life cycle
  • BS or BA degree in Computer Science or related field is desirable
  • Excellent written & verbal communication, documentation skills
  • Flexible and agile – ability to multi-task, adapt quickly and be effective in new situations
  • Smart, tenacious, persistent, detail-oriented & energetic
  • Complete ownership and managing the life cycle of end-to-end game integration
  • Ability to thrive in a fast-paced team environment
  • Ability to learn new skills/technologies quickly and independently
  • Strong interpersonal and communication skills both verbal and written
  • Familiarity with programming and scripting
  • Familiarity with RESTful and RPC applications
  • Experience with various SQL and NoSQL databases
  • Outstanding troubleshooting, follow-through, and independent problem-solving skill


  • The client is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All freelancers will be paid as W2 employees.
  • In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
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About Onward Search

Onward Search helps connect digital, creative and marketing talent with choice jobs at the nation's most recognized companies and digital agencies. We offer a full range of recruitment and staffing solutions to include contract, temp-to-perm, and permanent / executive search placement.

Onward Search is an equal opportunity employer, dedicated to a policy of non-discrimination in an employment with regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances, nationally and internationally. Candidates must be at least 18 years old to be considered for employment. AA/EOE/M/F/D/V