Professional Services Engineer at Heroic Labs (S15)
Social Infrastructure for Games; Makers of Nakama game server, Satori LiveOps server and Hiro meta game framework.
London, UK / PT / Remote (US)
Full-time
3+ years
About Heroic Labs

Heroic Labs is an enterprise open-core software company that builds developer tools for the games and entertainment industry. Our flagship project is an open-source cloud-agnostic game server called Nakama.

We've added two supporting products called Hiro (a meta game framework) as well as Satori, a LiveOps system to help game studios deliver highly personalizable game experiences to their players.

Heroic Labs also provides managed infrastructure to run Nakama/Satori on behalf of game studios and media companies. There is also a proprietary version called Nakama Enterprise for large enterprises to deploy in their own datacenter, as well as custom infrastructure for private cloud deployments.

We work with different size companies ranging from small startups, mid-size game studios, public-listed games companies, and Fortune 500 companies. This means that Nakama (and suite of products) have been battle-tested at various scales and use cases.

About the role
Skills: C, C#, C++, .NET Core, Unreal Engine, Unity

Hi there!

We're looking for a Professional Services Engineer to join the growing team at Heroic Labs. Our cornerstone offerings—Nakama, Hiro, Satori, and Heroic Cloud—comprise the Heroic Game Stack (HGS), an integrated platform delivering unparalleled performance and flexibility.

We are simplifying the lives of game developers and providing incredible technology that can be integrated into any game on any platform as easily as possible. Our products power many games, including multiple titles on the Top 50 of the app stores.

There is an ever-growing open-source community with many contributors, and third-party plugins and projects. Heroic Labs works with independent developers, mid-tier, AAA game studios and many publicly listed, Fortune 500 companies across the globe to power games that individually make over 90 billion requests per month into our infrastructure.

We lean towards candidates who have professional experience building games with Unity and Unreal engine.

About The Role

Our Professional Services Engineers help customers fully utilize the technical benefits of Nakama and Hiro and Heroic Cloud. We believe that in order for a Professional Engineer to be successful, they must understand every part of Nakama, Hiro, and PostgreSQL.

Typically you help onboard game studios through an intense initial period whilst they are getting familiar with our technology stack. You’ll be expected to implement a previously agreed set of features with our tools for them, and help them understand how they fit together. This includes educating the customer on implementing game features on top of Hiro and Nakama and offering best practices. Occasionally you could be fully embedded as an engineer within our customers’ team for longer than an onboarding period. There won’t be any frontend game development as this is primarily a server engineering role.

Things You Might Do

  • Own the overall relationship with assigned clients, which include increasing adoption, ensuring retention, and satisfaction.
  • Utilize your deep technical skills to provide huge value to customers and drive sales growth.
  • Educate customers on the unique capabilities of Heroic Games Stack and design solutions to meet a wide variety of challenges.
  • Drive adoption and implementation of HGS tools/features by leading hands-on product demonstrations and technical workshop sessions.
  • Recognize patterns among user issues, and suggest ways to improve our product and offerings.
  • Partner with our Documentation, Product, Sales, and Engineering teams to guide those improvements.
  • Help develop and iterate on our support processes and systems.

About You

  • Fluent in the English language.
  • Flexible working hours to match customers’ timezones.
  • 4-7 years of experience working in technical / onboarding support at an Enterprise software company.
  • Empathic with developers to help them get onboarded onto our technologies.
  • A systems thinker and critical thinker with experience solving problems at their root cause.
  • Experience with building multiplayer games and multiplayer netcode.
  • Experience building games or tinkering with game engines at a deep level.
  • Experience with databases and data design, specially PostgreSQL databases. 
  • 5+ years of game development experience, and in-depth knowledge of C#, Unity, Unreal and C++.
  • A degree in Computer Science or other technical major.
  • Optional, but strongly recommended: Experience with Go, Lua, or Typescript languages.

About Heroic Labs

For the past nine years, Heroic Labs has been on the forefront of providing cutting edge technology to the games and entertainment market. We do this because we love developers and we love games!

We always choose the right tool for the job. We believe that with the right tools, you can have a big impact with less hassle. We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

The Whole Package

Location: Anywhere on the planet with a reliable Internet connection!

If you want to work remote, that's great. If you want to work near others, that's cool too. We have an office in London (UK), but our team members are in Vancouver, New York, Portugal, São Paulo, Ottawa, and Berlin!

Compensation:

  • Competitive salary
  • Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year (and observe local holidays).
  • At least yearly company all-hands and getaways.
  • Pick your own equipment. We recommend Macs, but we don't worry if you choose something else!

How to apply

Send an email to us with your resume, and a cover letter highlighting why you'd like to join Heroic Labs.

After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

Technology

We use the best tool/language for the job.

Nakama and Satori and all supporting systems from Heroic Labs are used at massive scales, and are currently powering many games including multiple titles on the Top 10 in the App Stores. Our systems are serving more than 90 billion API calls per day.

Nakama/Satori are written in Go to take advantage of light-weight goroutines, simple concurrency, and more importantly the Go community. We heavily depend on Kubernetes (and various extensions) to power our Managed Cloud and Private Cloud deployments.

We also have various dashboards built in Javascript / Typescript and VueJS.

You will be responsible for developing the core server technology, work on infrastructure solutions, provide support to clients, attend conferences, and be involved in technical sales. We'd like engineers to have an all-hands experience across the board but we understand that not all engineers would like to have such responsibilities.

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