Customer Support Specialist – Space Engineers

About the role

We are looking for an experienced Customer Support Specialist to act as the bridge between the Space Engineers player community and our development teams. You will monitor player sentiment, turn feedback into actionable insights, and help communicate studio updates clearly.

Key responsibilities

• Monitor player feedback across Steam, Discord, support portal and other community channels.
• Identify recurring problems, frustrations and emerging topics, distinguishing isolated complaints from broader trends.
• Translate community feedback into structured, actionable reports for Production, QA, Game Design and other disciplines.
• Escalate technical issues, bugs and player‑impacting problems with sufficient context.
• Communicate studio updates, known issues and fixes to players in a clear and transparent manner.
• Maintain and improve FAQs, troubleshooting guides and other player‑facing documentation.
• Proactively spot communication gaps, risks and opportunities to improve support processes.

Required profile

• 3+ years of professional experience in customer support, player support or community management within the video‑game industry.
• Strong understanding of video‑game communities and live‑service titles.
• Fluent English (spoken and written) with the ability to convey complex or sensitive topics clearly.
• Excellent analytical judgment to spot patterns in player sentiment and feedback.
• Experience working directly with developers, producers, QA or designers.
• Proficiency with ticketing, community‑management or feedback‑tracking tools.
• Ability to create and maintain FAQs, troubleshooting guides and knowledge‑base articles.
• Self‑driven, proactive mindset with strong ownership and follow‑through.