Live Support Engineer
Electronic Arts3 hours ago
Shanghai, ChinaMid Level
Responsibilities
- Monitor production and pre-production environments for crashes, ANRs, error rates, performance metrics, service health, gameplay flows, and infrastructure status.
- Use Firebase, Grafana, Sentry, Splunk, VictoriaLogs, and VictoriaMetrics to correlate metrics, logs, and error events.
- Improve alert quality, monitoring coverage, telemetry, dashboards, and alerting rules.
- Provide stability support during releases and major esports events, including shift rotations and on-call coverage.
- Respond to live incidents using runbooks, communicating impact and progress, performing authorized mitigations, and escalating issues when necessary.
- Build AI-powered monitoring, alert analysis, and operations tools, including agents, MCP tools, knowledge bases, prompts, evaluation cases, and runtime configurations.
- Integrate monitoring, logging, and collaboration data sources and APIs into automated operational workflows.
- Develop documentation, runbooks, dashboard guides, troubleshooting knowledge bases, and post-incident records.
- Track incident action items and coordinate with responsible teams on long-term fixes.
Requirements
- Degree in computer science or a related field, or equivalent technical capability with three or more years of experience in SRE, operations, production support, or technical support.
- Familiarity with Kubernetes, containers, cloud platforms, and microservices architecture.
- Foundational development skills in Go, Python, or another programming language, including API integration, automation scripting, and internal tool maintenance.
- Familiarity with Prometheus, ELK, Grafana, Sentry, Splunk, VictoriaLogs, VictoriaMetrics, and Firebase.
- Basic knowledge of large language models, AI agents, prompting, RAG, or MCP, with the ability to validate AI-generated output.
- Ability to read technical documentation in English and communicate in writing with global development and operations teams.
- Willingness to participate in shift rotations, release support, and on-call coverage.
Benefits
- Benefits may include healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, complimentary games, career support, and other wellness programs.
- The role supports a global team environment with opportunities for learning, experimentation, and growth.
Tech Stack
Categories
DevOpsSite Reliability
About Electronic Arts
Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A team where creativity thrives, new perspectives are invited, and ideas matter. Regardless of your role, team, or location, this is a place where everyone makes play happen. Join us.