About the role
You'll be the person customers talk to when something isn't working. You'll answer live chats and support tickets, work out what's wrong with a server, fix it or explain how, and pass real bugs to the engineering team with what they need to reproduce them. All work is remote.
What you'll do
- Answer live chats and tickets, including those handed over by our AI assistant.
- Troubleshoot Minecraft servers: crashes, startup errors, lag, plugins, mods and modpacks, and connection problems.
- Use the panel, the server console and logs to find the cause, and explain it plainly.
- Write and update help articles for the questions that come up most.
- Report bugs to engineering with clear steps and logs.
What we're looking for
- A solid understanding of Minecraft Java servers: Paper, Fabric, Forge and NeoForge, plugins, mods and memory settings.
- Comfortable reading logs and stack traces.
- Basic Linux and networking knowledge: ports, DNS and IP addresses.
- Clear, patient writing in English.
Nice to have
- Experience supporting customers at a hosting company.
- Fluency in German or Traditional Chinese, or another language besides English.