Customer Service Representative (Temporary/Contract)

Intrepid Studios is currently looking for experienced customer Service Representatives at an associate and senior level for our massively multiplayer online role-playing game (MMORPG) Ashes of Creation, and its prequel, Ashes Of Creation Apocalypse.

Customer Service Representatives play a vital role in the customer journey, aiding each step of the way by providing an exceptional quality of service that ensures a seamless gaming experience.

This is a contract role and the ideal candidate must be available for on-site training and meetings. Opportunity for hire may be considered.

Responsibilities:

• Assist customers with inquiries and issues relating to products and customer accounts via a ticket/email system
• Investigate and follow up on inquiries, responding and resolving in the most efficient manner possible
• Provide information to customers on in-game related queries, account status, transactions and technical problems
• Perform account maintenance, data entry, and order processing functions
• Maintain security and confidentiality Intrepid Studio’s internal information and customer/account information
• Display a professional, positive, and enthusiastic demeanour to employees and customers
• Escalate or refer issues beyond the scope of training and duties
• Other tasks as assigned

Requirements:

• Excellent written and verbal communication skill
• Previous Customer Service experience
• Experience with CRM software
• Robust troubleshooting skills
• Strong motivation and high level of commitment
• Ability to work effectively both individually and as part of a team
• Strong multi-tasking ability
• Experience working with confidential customer account information
• Strong knowledge of Windows-based operating systems
• Proficiency with Microsoft Office, G Suite or equivalent tools
• Able to deal with customer issues over a range of channels
• Advanced typing skills

Additional Considerations (Pluses):

• Knowledge and passion for Intrepid Studios games
• Experience with the game industry
• Passion for video games, movies, graphic novels, science fiction, and other elements of pop culture
• Experience with game level editors
• Experience in Technical Support

Apply

Fullstack Web Developer

Intrepid Studios is looking for a Full Stack Web Developer with specific experience developing high traffic & scalable backend systems in NodeJS.

Responsibilities:

• Work with the Platform Engineering team to develop updates to and maintain internal API endpoints, account services infrastructure, website infrastructure, tools and other platform related services
• Work with artists, producers, and other developers to make sure updates are properly scoped and carried out in line with modern standards
• Implement new web features to support day to day operations of all platform services and marketing sites
• Participate in standups and code reviews

Qualifications:

• 5+ years of professional web development preferred
• Experience working on high traffic back end systems, preferably in NodeJS
• Strong Object Oriented JavaScript experience - with an understanding of Async/Await, and other modern JavaScript Engineering principles.
• Experience with a templating engine such as Pug, Jade, Underscore, EJS, etc
• Experience with one or more single page web application technologies (VueJS, React, Angular, etc)
• Familiarity with a version control system like Git/Perforce/SVN
• Experience with MongoDB, and bonus points for using a NodeJS interface such as Mongoose
• Experience with a modern MVC pattern
• Experience with a CSS compilers such as SCSS or LESS
• Some familiarity with AWS or other modern cloud computing services
• Self starter, with strong sense of ownership and attention to detail

Additional Considerations (Pluses):

• Experience in the video game industry
• Experience developing ecommerce or account management systems

Required Application Materials

• Resume
• Cover Letter which should include:
  • Link to a strong portfolio of work, or a GitHub profile containing passion projects/open source contributions (if not already included in resume)

Apply

DevOps Engineer

Responsibilities:

• Ensure maximum availability and optimal performance of all live cloud-deployed systems.
• Administer monitoring systems to alert as appropriate for service degradation and downtimes.
• Identify and troubleshoot system issues, interfacing with core engineering as needed.
• Evaluate new tools and techniques to improve insight into overall system health.
• Establish and audit recurring backups of all pertinent data and configuration settings.
• Assist with deployment, maintenance, and upgrade processes.
• Coordinate internal and 3rd-party maintenance windows, providing internal and external status.
• Assess risks and formulate disaster recovery processes and mitigation plans.
• Create documentation covering system operation, troubleshooting, and deployment activities.
• Suggest and implement improvements to existing workflows.
• Formulate and evangelize departmental best practices.

Qualifications:

• Proven track record of administering large, distributed, complex, and live cloud-based systems.
• Advanced level of experience with most Amazon Web Services (AWS)
• Experience with Windows and Linux system administration.
• Experience maintaining production container orchestrators/schedulers.
• Advanced working knowledge of relevant scripting languages.
• Experience with deploying distributed networking components and services.
• Ability to deliver under pressure in solving service-impacting issues on a production system.
• Must be a self-starter that can proactively drive work items forward with minimal supervision

Additional Considerations (Pluses)

• Excellence in multiple technology disciplines (eg: Technical Operations, Backend Development)
• Good knowledge of relational databases and NoSQL (PostgreSQL, MySQL, ElasticSearch, MongoDB, etc.)
• Prior experience with automated stress and performance testing, tools, and techniques.
• Prior experience with code/build pipelines and associated automation tools.
• Working knowledge with Grafana, Prometheus, Xabbix, Kibana, etc.
• Contribution to Open Source projects

Required Application Materials

• Resume
• Cover Letter which should include:
  • Why you are interested in working at Intrepid
  • What games you are currently playing

Apply

UX Designer

Intrepid Studios is looking for a User Experience Designer with strong interaction design, prototyping, and user experience research and analysis skills to join our team of talented developers. Our ideal candidate will also have some level of experience in UI design.

Responsibilities:

• Conceptualize original ideas that bring simplicity and user friendliness to our product (including web, game, and launcher applications)
• Create, improve, and use wireframes, prototypes, style guides, user/screen flows, and effectively communicate your interaction ideas using tools such as Photoshop, Sketch, and Principle.
• Collaborate effectively with many other disciplines such as producers, engineers, and game designers to ensure that implemented functionally is complete and to a high standard of polish
• Continue to refine and iterate designs during usability testing and stakeholder reviews.
• Assist in post-launch analysis including A / B testing, focus groups, and end to end playtesting
• Document and conduct case studies to improve immersion, retention, and monetization.
• Evaluate and set best practices and standards

Qualifications:

• 3+ years user research experience required
• Experience at a game studio, or an avid gamer
• Expertise in conducting usability testing and/or user research.
• Has a strong passion for UX with some level of experience in UI Design
• Mastery of industry standard tools like Sketch, Photoshop, Illustrator, After Effects, Principle, et. al.
• A strong body of work which demonstrates an understanding of IA, UX, UI, and XD.
• Software engineering skills (knowledge of C/C++ and Unreal Engine are a plus)

Required Application Materials

• Resume
• Portfolio
• Cover Letter which should include:
  • Why you are interested in working at Intrepid
  • What games you are currently playing

Apply

UI Artist

Intrepid Studios is looking for a highly skilled artist to help create the best front-end interface possible for our game projects. The ideal candidate will harness their expert understanding of visual communication, hierarchy of information, iconography, color and typography to help make our players’ experience flawless.

Responsibilities:

• Design mock-ups/iterations using Photoshop, Illustrator, Sketch, etc, focused on UI and gameflow.
• Creating appealing, user friendly, innovative and crisp game assets with a focus on usability and intuitiveness.
• Prepare and design all facets of the User Interface including: mockups, wireframes, icons, animations, UI style guides, general art and documentation.
• Create clear and attractive messaging, buttons, icons, widgets, and other UI elements which work well within tight fixed aspect ratios, and with a wide variety of game themes from cheerful and casual.
• Collaborate with additional designers on UI style guides for our titles to ensure product consistency.
• Work with engineering and UX to ensure artwork is accurately and consistently represented.

Qualifications:

• 3+ years practical art/design experience working in interactive media and/or games.
• Graphic design skills: sketching, wireframing and storyboarding abilities on paper and screen.
• Solid understanding of UI design best practices and interaction design fundamentals.
• A strong understanding of UI conventions and challenges for the PC MMORPG genre .
• Ability to translate flowcharts and wireframes into fun, usable, visually polished UI systems.
• Strong desire to collaborate with UX, designers, and engineers outlining player flows and wireframes.
• Previous experience with motion graphics, compositing and special effects is a plus.
• Previous experience with UE4 is a plus.
• Ability to produce high quality work quickly, iterating toward the best solutions.
• Strong passion for gaming.

Additional Considerations (Pluses):

• Have shipped 1+ AAA video game titles as a UI Artist

Required Application Materials

• Resume
• Portfolio
• Cover Letter which should include:
  • Why you are interested in working at Intrepid
  • What games you are currently playing

Apply

Environment Artist

Intrepid Studios is looking for an experienced Environment Artist to join our team of talented developers working on the Ashes of Creation MMO franchise! If you are a self-driven, passionate developer, looking for a highly collaborative and creative environment, then this position is for you!

Responsibilities:

• Collaborating with artists, designers, and other disciplines to create engaging and appealing gameplay environments for our upcoming Ashes of Creation MMO franchise.
• Create AAA game environment quality assets and textures in line with the project's visual aesthetic and technical direction (references, documents, project meetings, etc.).
• Integrate assets and textures created into the game engine’s pipeline, as well as using the in-game engine tools to support these assets in production. (Shader Tool, Asset Composer, World Outliner, Collision setups, Performance Tools, etc).
• Verify the quality of their work once imported into the game, and make improvements when necessary.
• Use specific project tools and relevant content creation software to achieve best results and meet specified scheduling deadlines.
• Take constructive feedback and integrating those changes effectively.
• Iterating on game assets and environments with fellow artists via paint overs, studies, and group critiques to improve the look and gameplay.
• Efficiently use current game development methodologies, ( texture space optimization, texel density, appropriate polygon counts, mindful of object placement draw calls, and general game optimization practices, etc.).
• Work with environment lead to determine the environment’s assets required based on pre-created concepts, project lead’s direction, design team input, and adjust the work accordingly to fit the story and gameplay provided by Game Design documentation.
• Able to come up to speed quickly on technical constraints of platform, engine and software.
• Understand and apply modern game industry graphic principles.
• Schedule and detail oriented.

Qualifications:

• 2+ years’ experience creating environments for video games.
• Expert level proficiency with 3ds Max, ZBrush, Substance, Photoshop or equivalent 3D and 2D software.
• Demonstrated ability to create high quality work in a realistic / high fantasy style within technical constraints.
• Ability to create PBR materials and all associated maps for new or existing assets.
• Strong design instincts and ability to create environments that support and enhance gameplay.
• Artistic ability to visualize entire levels and detail with minimal concept art and direction if needed.
• Strong understanding of color, form, shape, structure, and silhouette
• Can model and texture from supplied.
• Exceptional eye for proportion, scale, surface properties and lighting.
• Self-motivated, driven, with excellent communication skills and a team-player attitude.
• BA or BS degree in art or equivalent work experience.

Additonal Considerations

• Solid foundation in traditional art, drawing, painting, illustration and/or concept art
• Strong technical ability and willingness to learn new tools, techniques and workflows
• Basic proficiency creating environmental VFX and/or environmental animations
• Experience with aesthetics for fantasy themes and visual stylings
• Unreal Engine, Shader and Blueprint Experience
• Conceptual Art skills always a plus

Required Application Materials

• Resume and cover letter
• Portfolio or demo reel demonstrating experience in modeling, texturing, and lighting game environments
• An art test may be required

Apply

Technical Artist

Intrepid Studios is looking for a Technical Artist who is proficient in creating tools, scripts, and processes to support our art department in the development of our epic MMORPG Ashes of Creation.

Responsibilities

• Drive the development of advanced tools and scripts that enhance and streamline processes
• Focus on Character Pipeline and assets
• Work as the bridge between engineering and art to optimize tools and graphics features
• Ensure art assets can be easily integrated into the game without sacrificing the artistic vision or exceeding technical limitations
• Develop character pipeline and workflows within the game engine and Maya package
• Pre-production planning to define and address technical design requirements and issues.
• Review technology deficiencies for the art department

Requirements

• 3+ years of experience creating complex character based rigs and supporting the technical aspects of game art development
• Bachelor's Degree in arts or engineering or equivalent ability or experience
• Robust knowledge of Maya
• Strong understanding of techniques and technologies relating to character rigging and animation
• Experience building tools to automate character pipelines
• Knowledge of all stages of asset creation as required by a game development pipeline
• Unreal Engine experience
• MEL and Python scripting experience
• Batch processing and Middleware management tools
• Ability to analyze artists' needs and effectively develop tools to address them
• Strong communication, collaboration and interpersonal skills

Additional Considerations (Pluses)

• Facial Expression pipeline experience
• Published Console or PC game project experience

Required Application Materials

• Resume
• Online portfolio
• Cover Letter which should include:
  • Why you are interested in working at Intrepid
  • What games you are currently playing

Apply

Customer Service Lead

Intrepid Studios is currently looking for an energetic and experienced Customer Service Lead to build out and develop our growing customer service department, which provides support for our massively multiplayer online role-playing game (MMORPG) Ashes of Creation, and its prequel, Ashes Of Creation Apocalypse. The ideal candidate will also maintain customer satisfaction by providing problem-solving resources and managing staff.

Responsibilities:

• Provides daily direction and communication to employees so that customer service requests are answered in a timely, efficient, and knowledgeable manner.
• Provides continual evaluation and documentation of processes and procedures
• Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provides statistical and performance feedback and coaching on a regular basis to each team member.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Works as a member/leader of special or ongoing projects that are important to area/process improvement.
• Works with internal cross-functional teams to ensure that high-impact in-game or account issues are escalated properly.
• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.

Requirements:

• Excellent written and verbal communication skill
• Previous Customer Service experience within the gaming industry
• Previous Management experience
• Robust troubleshooting and technical proficiency
• Strong motivation and high level of commitment
• Strong multi-tasking ability
• Experience working with confidential customer account information
• Strong knowledge of Windows-based operating systems
• Proficiency with Microsoft Office, G Suite, CRM software, or equivalent tools
• Able to deal with customer issues over a range of channels
• Advanced typing skills

Additional Considerations (Pluses)

• Knowledge and passion for Intrepid Studios games
• Passion for video games, movies, graphic novels, science fiction, and other elements of pop culture
• Experience in QA (preferably within the gaming industry)

Required Application Materials

• Resume
• Cover Letter which should include:
  • Why you are interested in working at Intrepid
  • What games you are currently playing

Apply

Network Software Programmer

Intrepid Studios is looking for a Software Programmer with a background in Networking to join our team of talented developers! If you are a self-driven and passionate developer, looking for a highly collaborative and creative environment, then this position is for you!

Responsibilities:  

• Design and implement high performance network software applications 
• Contribute to our code base, systems, and software architecture as a member of our engineering team, with an eye towards making our software (both application and infrastructure) more scalable, reliable, and performant

Requirements: 

• 3+ years' experience building reliable, highly available and scalable platforms
• Experience building in a cloud environment
• Expertise working with C#, C++, CI/CD, Python, and Virtualization Technologies
• Knowledge of Linux & Windows environments, source code control systems, and release management
• Strong coding, testing, algorithm design, and debugging skills
• Working knowledge of how switches, routers, firewalls or load balancers work
• Solid software engineering experience with large code bases (>100k lines of code)
• Skill in developing techniques and methodologies to resolve unprecedented problems or situations.
• Must be a self-starter that requires only limited supervision/guidance.
• Honesty, integrity and confidentiality must be maintained at all times.
• Must be a team player
• Have good interpersonal communication skills 
• Ability to work effectively in a fast paced changing environment
• Ability to multi-task and prioritize
• Excellent knowledge of scripting languages (Bash, Perl, Python, etc.)
• Deep understanding of networking protocols including TCP/IP, DHCP, DNS, Radius, and SNMP 
• Experience with multi-core/multi-thread programming

Pluses: 

• BS Degree in Computer Science (or equivalent)
• Experience with .NET Core, Unreal Engine 4.x, and Wireshark/Tcpdump/Netcat
• Experience with integrating with third party APIs (including social networks and payment/billing systems)
• Experience in the gaming industry
• A passion for games, specifically MMORPG's

Required Application Materials

• Resume
• Cover Letter which should include:
  • Why you are interested in working at Intrepid
  • What games you are currently playing

Apply

Technical Writer

Responsibilities:

• Determine the needs of end users for technical documentation
• Collaborate with our engineering team to translate their code into usable documentation complete with detailed explanations and code samples
• Organize and audit the documentation library to keep information relevant over time
• Establish standards, style guides, and best practices for content across platforms and media
• Determine and select appropriate medium for message/audience, such as manuals or video tutorials
• Write and enhance user and developer guides, including reference materials, tutorials, and API documentation for other groups of engineers and content creators within Intrepid Studios
• Gather usability feedback from customers, designers, and manufacturers and develop new templates or document types to meet the evolving needs of the company
• Provide structure and support for developers writing technical documentation and promote good documentation habits.

Qualifications:

• BS in Computer Science, Engineering, or equivalent preferred
• A minimum of 3 years experience in technical writing of software documentation
• A minimum of 1 years experience creating API, SDK, and other engineering-focused documentation
• Familiarity with Unreal Engine 4
• Familiarity with video game production and development
• Excellent verbal and written communication skills
• Solid working knowledge of Confluence and JIRA
• Understanding of basic C/C++, Python, and HTML5/JS is greatly preferred
• Experience working in a software development environment
• Familiar with software development life cycle and Agile processes
• Experience with diagramming tools, such as Visio
• Proven ability to learn new systems and develop product expertise quickly

Additional Considerations (Pluses):

• Experience with XML and UML diagrams
• Passion for playing games or game development

Apply

Technical Animator

Intrepid Studios is looking for a passionate and talented Technical Animator. The ideal candidate is organized and self-motivated and must work well with others, enjoy and seek out collaboration.

Responsibilities

• Quickly learn an existing AAA game animation system and pipeline
• Build and maintain animation control rigs for PC & NPC models
• Create unified skeletons with animation retargeting in mind
• Create animation pipeline tools for skinning, rigging, export/import of assets, etc.
• Train animators in pipeline, tools and anything else surrounding implementation of animation assets into the game-engine
• Supervise integration of animation assets into the game engine
• Have good knowledge of existing engines and animation packages within the industry
• Communicate with Engine and Animation Programmer
• Provide constant technical support of the tools and engine to the animation team and - communicate regularly the technical restrictions and their rationale
• Assist the design, integration and validation of animation assets

Requirements

• 4+ years professional experience in animation, 2 years of experience in a similar position
• Experience in AAA games
• Excellent knowledge of Unreal Engine, Maya and MotionBuilder
• Excellent knowledge of Human Anatomy
• Strong understanding of Python, C++ etc
• Able to write technical documentation
• Good communication skills

Required Application Materials

• Resume
• Online portfolio
• Cover Letter which should include:
  • Why you are interested in working at Intrepid
  • What games you are currently playing

Apply