Epic Games is hiring a

Player Experience, Product Support Specialist - Accounts


At the core of Epic’s success are talented, passionate people. Epic prides itself on creating a collaborative, welcoming, and creative environment. Whether it’s building award-winning games or crafting engine technology that enables others to make visually stunning interactive experiences, we’re always innovating.

Being Epic means being a part of a team that continually strives to do right by our community and users. We’re constantly innovating to raise the bar of engine and game development.


What We Do

Player Experience is responsible for the overall health and happiness of Epic’s players across all consumer products within the Epic Games ecosystem.  The Player Experience organization partners closely with internal and external stakeholders, relentlessly driving innovation and continuous improvement on behalf of all Epic’s players.

What You'll Do

We’re looking for a Product Support Specialist to join the Player Support team at Epic Games. You will help drive improvements to  the player experience when contacting Epic Games Player Support for help with topics related to Accounts. This role will be responsible for: finding the best way to handle login related issues, developing and establishing processes/procedures, training for our front line support, analyzing data for trends and reporting, as well as managing the feedback loop between our players and our development teams within Epic Games to push the envelope, and how we support our awesome players!

In this role, you will

  • Partner with internal and external stakeholders to drive improvements for Accounts related player issues.
  • Work closely with the Knowledge Management Team to improve the knowledge to support Accounts: self help processes, self help features, agent processes and tools, reporting
  • Collaborates to build out training for the Player Support team to understand the product and processes we need to support our Players
  • Responsible for the overall health of a defined “product” by understanding our data and making decisions to create better agent and player experiences
  • Maintains a working relationship with Epic Product teams for incoming news and features, outgoing feedback and definition of better player experiences
  • On-call for emergent issues within their Product

What we're looking for

  • Knowledge of their area of expertise (Accounts) and the tools to support
  • Customer service experience specially (great bonus if it's within gaming!)
  • Experience in Project/Program Management
  • Process mapping based on the player/agent journey
  • Documentation creation, especially  procedures and process guides
  • Technical writing 
  • Evidence of strong collaboration, especially when remote
  • Strong written and verbal communication
  • Experience in Data management (define metrics, run queries, analyze data to elaborate hypotheses)
  • Familiarity with basic UX concept

This role is open to multiple locations (including CA, NYC, and WA).

Pay Transparency Information

The expected annual base pay range(s) for this position are detailed below. Each base pay range is relevant only for individuals who are residents of or will be expected to work within the specified locale. Compensation varies based on a variety of factors, which include (but aren’t limited to) things such as skills and competencies, qualifications, knowledge, and experience. In addition to base pay, most employees are eligible to participate in Epic’s generous benefit plans and discretionary incentive programs (subject to the terms of those plans or programs).

New York City Base Pay Range
$94,600$138,300 USD
California Base Pay Range
$83,300$138,300 USD
Washington Base Pay Range
$79,500$130,400 USD


Epic Games spans across 19 countries with 55 studios and 4,500+ employees globally. For over 25 years, we’ve been making award-winning games and engine technology that empowers others to make visually stunning games and 3D content that bring environments to life like never before. Epic’s award-winning Unreal Engine technology not only provides game developers the ability to build high-fidelity, interactive experiences for PC, console, mobile, and VR, it is also a tool being embraced by content creators across a variety of industries such as media and entertainment, automotive, and architectural design. As we continue to build our Engine technology and develop remarkable games, we strive to build teams of world-class talent.

Like what you hear? Come be a part of something Epic!

Epic Games deeply values diverse teams and an inclusive work culture, and we are proud to be an Equal Opportunity employer. Learn more about our Equal Employment Opportunity (EEO) Policy here.

Note to Recruitment Agencies: Epic does not accept any unsolicited resumes or approaches from any unauthorized third party (including recruitment or placement agencies) (i.e., a third party with whom we do not have a negotiated and validly executed agreement). We will not pay any fees to any unauthorized third party. Further details on these matters can be found here.

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