EAX Support Engineer (1 YEAR CONTRACT)

Requisition Number: 150314

Position Title: Software Engineer I

External Description:

Position Title:  Technical Support Engineer

Team: EAX Tier 2 Support team

Location:  Vancouver, BC

 

Position Overview

As a member of the EAX Tier 2 support team, you will be involved in supporting EA’s live services, including EA Access (xbox), EA Origin (PC), EA’s websites and a number of other services. We are a highly dynamic group that is pushing the speed and reliability of building, deploying, monitoring and troubleshooting our applications and services. The tier 2 support team is tasked with monitoring and supporting these live services, ensuring their health, and ensuring the best experience possible for our Players.

 

Key aspects of this role involve

• Learning and growing into somebody who has a deep familiarity with every aspect of the services EAX provides, from both a player and technical perspective.
• Resolving technical incidents and problems in our live services and other environments.
• Receiving incident or problem escalations from the Tier 1 support team (the NOC), and escalating major or technically challenging issues to the SRE (L3) team, or our Development teams.
• Developing best-of-breed monitoring/alerting solutions, and live service health dashboards.
• Providing clear, concise and timely communication of issues to internal teams and ensuring rapid resolution of these incidents.

 

We need someone with a great attitude who can interface with our internal customers. You will be setting up monitoring and alerting for EAX services, dashboards, and dealing with incidents and service (support) requests from various internal teams. You will be required to develop a deep knowledge of all of EAX’s services and technologies.

 

Desired skills

• Excellent communication skills, able to communicate with technical and non-technical teams
• Good application process flow and problem-solving techniques.
• Experience with Linux system engineering
• Some experience with Cloud APIs or SDKs, preferably (but not necessarily) AWS
• Some experience working on supporting services/applications in an enterprise environment
• Demonstrable troubleshooting and pattern analysis/statistical analysis skills
• A basic understanding of software configuration management and release management.
• Experience working with ticketing systems such as JIRA.
• Experience creating and maintaining technical documentation for internal and external consumption.

 

Nice to haves

• A moderate ability to write code in any of Ruby, Python, Java, Go, JavaScript, or C, and a desire to get better at coding
• Experience with configuration management automation like Chef, Ansible, or Puppet
• Some experience with Adobe Experience Manager (AEM) or some other Java Content Repository (JCR) based CMS
• Experience using build tools such as Jenkins, Maven, or NPM
• Experience with source control systems, such as Git, Perforce or Subversion
• Experience with modern JavaScript libraries such as React, Redux, AngularJS, Ember.js, and Polymer
• A basic working knowledge of networking (load balancing, TCP/UDP, SSL, DNS)

 

EAX Team Overview

EAX is a team within EA that defines, designs, builds and operates many digital distribution and subscription products that are at the heart of EA's strategy. We are adept innovators that thrive in exploring new digital business models. We connect players with each other around the games they love.

 

Familiar products we drive include:

 

• Origin - EA’s direct-to-consumer platform for PC and Mac
• Origin Access – EA’s subscription service for PC
• EA Access - An innovative subscription service for Xbox One

 

Our diverse cross-functional group is comprised of 200+ people with specializations such as

Software Engineering, UI, UX, Product Management, Project Management, Operations, Analytics and QA. This will ensure you are challenged, learning and growing with those around you.

 

Beyond your immediate peers in EAX, flourish amongst the ~1,500 employees at EA's largest

flagship studio - EA Vancouver (EAV)

 

• We encourage and facilitate a healthy work / life balance
• Team members are respected for their ideas and opinions
• Fun, open and dynamic environment where personal expression and open dialog are encouraged
• Environment that fosters a mindset of continuous learning and improvement. Internal training and skills development is part of our culture.

 

The EAX Team is focused on providing a web services platform and infrastructure for e-commerce, customer identity and other core services for Electronic Arts online games and applications. We work closely with all EA game studios and business units to support online gaming and e-commerce across numerous platforms (Xbox One, PS4, PC, Mac, Web).

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Community / Marketing Title: EAX Support Engineer (1 YEAR CONTRACT)

Company Profile:

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

EEOText:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Days Open: 112

Can this position be remote?:

EEO Employer Verbiage:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.