Support Operator EMEA (m/f/x)

About the role

GRID is looking for a Support Operator EMEA to join its global team of 10+ customer-facing Support Agents. The role sits within the Support Organization and covers the period before, during and after esports tournaments, working with Tournament Organizers and Game Publishers and customers such as esports, media and betting brands. It involves identifying, documenting and reporting technical and data issues, and resolving them quickly with customers.

Key responsibilities

• Collaborate with esports tournament organizers so that content is correctly configured for GRID to collect and distribute official data.
• Monitor live esports data feeds to ensure accuracy, integrity and uninterrupted delivery to clients.
• Identify and resolve real-time data discrepancies, delays or feed issues, escalating when necessary.
• Communicate directly with clients by email, Slack, Discord, Telegram and Teams to resolve operational or data questions, or escalate them to the engineering team.
• Improve the GRID product suite based on customer feedback and defects found.
• Log and track data quality and process issues.
• Keep up with esports titles and GRID products, and contribute daily to the knowledge base.

Required profile

• Strong customer-first mindset and interest in competitive video games (CS2, Valorant, Dota 2, PUBG; others a plus).
• Understanding of esports tournament structures, formats and rules.
• Previous experience in customer-facing support roles.
• Excellent written and spoken English; other languages a plus.
• Available to work shifts and weekends if required.

Required skills

• Collaborative tools such as Slack, GSuite, Discord and Teams.
• Some computer science knowledge is a plus.