Technical Account Manager, Live Operations

Job Description

Every great story has a new beginning, and yours starts here.

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, ''the stuff dreams are made of,'' we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Warner Bros. Games New York works with some of the top talent in the game industry to build online competitive and social features for video games. Our highly experienced team of engineers utilize cutting-edge technology to build game services that are robust and scalable enough to support world-class developers such as NetherRealm Studios, Rocksteady, Monolith Productions, Warner Bros. Games Montréal, and more!

Your New Role...

WB Games NY is looking to fill a Technical Account Manager, Live Operations position. This role can be based out of the Troy NY studio or remotely from elsewhere in the US.

As a Technical Account Manager you will be a key member of the WB Games central tech team (WB Games New York), serving as a technical point of contact for all development teams leveraging WBNY's online service platform.

You will need to be able to understand and explain our products at a technical level to some of the best game development engineers in the industry.

This is a great position for someone with a strong technical background who can take that experience and feel comfortable communicating concepts, both verbally and in written format, to other developers.

This is a long term temp position with eligibility for most company benefits.

Your Role Accountabilities...
• Become an expert in our backend service products. Put yourself in a position to understand and confidently explain our products to the game development engineers leveraging our products. This is the foundational piece of this position. You can't fulfill your other job requirements without expert knowledge of our API and services.
• Analyze customers' requirements and suggest existing features in our online service products to meet their requirements. This will include regularly using our online service products, digging in with the exact API endpoints being used by your customers, and using your technical background to suggest the most efficient way to integrate with our APIs.
• Train customers associated with your account(s) to use our products effectively. Your customers will be game developers and engineers, so a level of comfort communicating and collaborating with other developers is required.
• Regularly review the API usage patterns of your customers throughout an individual game's lifecycle. Use these API reviews to ensure customers are following best practices, align with the technical design you've provided, and are safely prepared to launch to the public.
• Facilitate load testing efforts by creating and maintaining simple scripts to mock API traffic coming from games.
• Assist with challenging level-one technical support requests and issue escalations from game teams. Address all account-related queries in a timely fashion.
• Provide internal WBNY development team with customers' feedback to help identify potential new product features or products.
• Provide support and game-specific implementation expertise to WBNY's Live Operations team during live incidents to help us identify issues and recover.
• Review and provide feedback on implementation documentation.
• Develop relationships across own team and with peers on other teams for the purpose of enhancing knowledge and visibility of broader development process. Actively shares knowledge through peer mentoring and informal teachings. Learns from and receives guidance from more experienced employees.

Qualifications & Experience...
• Experience building or using a REST API or other web services.
• General understanding of game development disciplines and their inputs into online service development.
• Aptitude for quickly learning new techniques and technologies. Consistently provides quality support of these technologies within the expected time frame.
• Ability to communicate concepts, verbally and in written format, to both technical and non-technical team members.
• Familiarity with task and bug tracking software packages (e.g. Jira).
• Performs most job-related duties with minimal supervision.
• Takes initiative in pursuing new assignments. May pursue new assignments and identify tasks.

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

The Legal Bits…

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.

If you're a qualified candidate with a disability and you need a reasonable accommodation in order to apply for this position, please contact us at recruitadmin@warnermedia.com.

Jobcode: Reference SBJ-gx6mmj-18-188-61-223-42 in your application.