Player Support Specialist

Office location: Cambridge, UK – This position can accommodate flexible working options. Candidates must be based (or willing to relocate) within a comfortable commuting distance of our Cambridge office to attend onsite as required.

Application Closing Date: 16th November

As our Player Support Specialist covering technical, you’ll become the go-to person in Player Support for the technical side of how our games run, across cloud and on-premise infrastructure, online game systems, and the day-to-day issues of running live games for millions of players. Routine ticket work is handled by our outsourced partner, so you’ll spend your time on the interesting problems, working alongside experienced colleagues who will help you learn and grow.

You’ll help spot and run projects that improve the player experience, act as the Voice of the Player within the business, and work with teams across Jagex to get the issues that matter most resolved.

What you’ll be doing:

• Building your knowledge of our infrastructure and online game systems, and how technical issues affect players, to become Player Support’s technical specialist.
• Helping to plan and deliver projects and initiatives, both reactive (supporting releases and live operational changes) and proactive (improving the player experience and Player Support services).
• Working with colleagues across Jagex to support releases, milestones and technical issues, communicating clearly as things move quickly.
• Acting as the Voice of the Player internally: spotting player issues, passing them to the right people and following them through to resolution.
• Handling player enquiries with professionalism and care, and supporting first-line agents with guidance and feedback.

What we’re looking for:

• Customer-facing experience in a fast-paced environment, such as hospitality, retail, care or a contact centre. You keep your composure when things get difficult.
• Curiosity about how cloud and on-premise systems work and how online games depend on them. You don’t need to be an engineer, and we’ll help you build your knowledge.
• Experience of organising your own work or taking a task or project from start to finish, even on a small scale.
• A collaborative approach: you’re comfortable working with different teams, explaining things clearly and building good working relationships.
• A proactive, adaptable attitude. Live operations moves fast, and you’re happy to make decisions and know when to ask for support.
• Linux experience or any hands-on technical background is a bonus, but not required.

What we offer:

When you join Jagex you can look forward to a generous Perks & Benefits package including:

• Private Healthcare, including Dental Plan.
• Discretionary annual performance bonus.
• Minimum 6% Pension contributions.
• Life Insurance.
• Enhanced family leave policies from day 1.
• Flexible working hours.
• 25 days annual leave + Bank holidays & the option to buy/sell holidays + so much more!

Right to Work Statement

This role is only open to applicants who have the permanent right to work in the UK. We are unable to provide or take over visa sponsorship for this position, either now or in the future. Applicants must therefore be able to demonstrate their ongoing eligibility to work in the UK without the need for employer sponsorship.

About Jagex

We are Jagex: The RuneScape Company. Home to one of gaming’s most enduring success stories. We create deep, community-powered games with worlds that evolve, inspire, and endure. Our flagship MMORPG franchise, RuneScape, has welcomed over 300 million player accounts, inspiring generations of players across PC and mobile for 25 years.

As we begin our 26th year, we are accelerating our strategy to expand RuneScape into a broader ecosystem of forever games and connected experiences, grounded in a renewed commitment to integrity and fair play. This includes the reduction of monetisation mechanics, as well as the launch of RuneScape: DragonWilds into Steam Early Access in 2025, representing a major step in building a multi-genre future for the RuneScape universe. We remain focused on building enduring worlds, empowering player-led innovation, and laying the foundations for the boldest era in RuneScape’s history. For more information, visit www.jagex.com.

Headquartered in Cambridge, United Kingdom, we are home to passionate creators, storytellers, engineers, and even a few dreamers, all united by a single mission to shape the future of online worlds and empower players to make them their own. We’re looking for people to join us who share our ambitions and values. We foster an inclusive workplace built on trust, autonomy, and a shared passion for creating experiences that inspire our communities.

Our values guide everything we do: We Embrace Fellowship by collaborating and sharing openly. We Hone our Craft by always learning and improving; We Honour our Vows by being honest and transparent; We are our Customers’ Heroes by striving to understand our team & player needs, and We Seize The Day by making the most of every opportunity.

Join us. The next era of RuneScape and the next chapter of Jagex: The RuneScape Company starts now.

Inclusion & Accessibility Statement

We are committed to providing equal opportunities and creating an environment where everyone can thrive. We welcome applications from all backgrounds, and we recruit, develop, and promote based on merit and ability.

If you require any reasonable adjustments to support you during the recruitment process, please let us know when you’re invited to interview.