Complaint jobs

At Keen Software House, we develop large-scale sandbox simulation games like Space Engineers 1 and Space Engineers 2, built around engineering, construction, destruction, physics, emergent gameplay, and player creativity, together with the proprietary technology that powers them.

We are currently looking for an experienced Customer Support Specialist with professional experience in the video game industry to work across Space Engineers and Space Engineers 2 and help strengthen the connection between our development teams and our player community.

This role goes beyond traditional customer support. You will act as an important bridge between our players and the studio – understanding what players are experiencing, identifying recurring problems and meaningful feedback, bringing actionable insights back to the development teams, and helping communicate clearly to the community what we are doing and why.

You will actively follow player sentiment and discussions across our support and community channels, including Steam reviews and discussions, our support portal, Discord, and other relevant platforms. Your responsibility will not simply be to collect comments, but to understand the signal behind them: what players struggle with, what they value, where expectations are not being met, what problems are emerging, and which topics deserve the attention of the development team.

At the same time, you will help close the communication loop. When changes are made, issues are being investigated, or decisions need context, you will help ensure that players receive clear, accurate and useful information from the studio.

We are looking for someone who understands that good player support is not about agreeing with every complaint. It requires empathy, judgment, context and clear communication. You should be able to distinguish between individual opinions and broader patterns, between technical problems and design feedback, and between issues that require escalation and those that can be resolved through better information.

This is a proactive role. We expect you to independently identify emerging community topics, flag risks before they grow, propose improvements to how we communicate with players, and help us build a more systematic feedback loop between the Space Engineers community and the teams developing the games.

While our studio is based in Prague, we offer the flexibility to work remotely within Europe (CET +/- 2 hours).

If you enjoy challenging work, seek autonomy, thrive on impact and responsibility, and want to work in a friendly environment with an inspiring international team, then come and join us!

Required profile

• 3+ years of professional experience in customer support, player support, community management, or a similar player-facing role in the video game industry, specifically working on PC and/or console games is a must
• Strong understanding of video game communities and how players interact with live and actively developed games
• Experience communicating directly with players through platforms such as Steam, Discord, support portals, forums, or similar community channels
• Fluent English, spoken and written, with the ability to communicate complex or sensitive topics clearly, concisely, and with the appropriate tone
• Ability to remain calm, professional, and constructive when communicating with frustrated or highly critical players
• Strong analytical judgment and experience analysing player sentiment and qualitative community feedback, with the ability to identify meaningful patterns and trends
• Ability to distinguish between:
• • bugs and technical issues
  • usability or onboarding problems
  • design feedback and feature requests
  • communication or expectation gaps
  • isolated complaints and recurring community trends
• Ability to turn player feedback into clear, structured, and actionable insights for development teams
• Ability to understand technical and game-development topics well enough to communicate them accurately to players
• Previous experience working directly with game developers, producers, QA, designers, or other development disciplines
• Experience with ticketing, community management, or feedback-tracking tools
• Experience creating or maintaining FAQs, troubleshooting guides, knowledge bases, or other player-facing documentation
• Strong organizational skills and the ability to track recurring topics, open issues, and changes in community sentiment
• Proactive, self-driven mindset with strong ownership and follow-through – when an important issue is identified, you make sure it reaches the right people and is followed through
• Shares and upholds our High Standards

DUE TO THE HIGH VOLUME OF APPLICATIONS, PLEASE NOTE THAT ONLY CANDIDATES WHO MEET THE KEY REQUIREMENTS OF THE ROLE AND ARE SELECTED FOR THE NEXT STAGE WILL BE CONTACTED.

Nice to have

• Experience working on live-service, Early Access, or continuously developed games
• Experience with sandbox, simulation, survival, or technically complex games
• Familiarity with Space Engineers
• Active interest in PC gaming, modding, or sandbox game communities

Key responsibilities

• Report to the Executive Producer and work as part of the Marketing team.
• Act as a key communication link between the Space Engineers and Space Engineers 2 player communities and the development teams
• Monitor player feedback, sentiment, and emerging topics across relevant channels, including:
• • Steam reviews
  • Steam discussions
  • Keen Software House support portal
  • Discord
  • other relevant community and support channels
• Respond to player questions, concerns, and support requests in a clear, professional, and helpful way
• Identify recurring problems, player frustrations, misunderstandings, and meaningful changes in community sentiment, particularly around releases, updates, and major game changes
• Distinguish isolated feedback from broader patterns and identify whether issues are primarily related to:
• • technical problems or bugs
  • usability or onboarding
  • design decisions or feature requests
  • unclear communication or missing information
  • incorrect player expectations
• Turn community feedback into clear, structured, and actionable insights for Production, QA, Game Design, and other development teams
• Escalate relevant technical issues, bugs, and player-impacting problems to the appropriate teams, providing sufficient context rather than simply forwarding individual comments
• Work closely with Production, QA, Game Design, and other disciplines to ensure important community feedback is understood, evaluated, and followed through
• Communicate studio updates, known issues, fixes, changes, and relevant development decisions to players clearly and accurately, including context and reasoning where appropriate
• Help close the feedback loop by ensuring that important community issues are followed up internally and, where appropriate, communicated back to players
• Collaborate with Marketing and other teams to maintain consistent and accurate player-facing communication
• Maintain and improve FAQs, troubleshooting guides, standard responses, and other player-facing support documentation
• Proactively identify emerging community risks, communication gaps, and opportunities to improve customer support processes and internal feedback workflows
• Help establish and continuously improve a structured feedback process for capturing, evaluating, escalating, and communicating relevant player feedback

What we value

• Hold yourself to A-player standards
• Player empathy without losing perspective – understand player frustration and criticism without treating every individual request as the right product decision
• Signal over noise – use strong judgment to identify meaningful patterns, understand their context, and bring development teams useful conclusions rather than simply forwarding individual comments
• Ownership and follow-through – take responsibility for important issues from identification through internal follow-up and, where appropriate, communication back to the community
• Clear and direct communication – communicate accurately, transparently, and without unnecessary corporate language or ambiguity
• Calm under pressure – remain professional, constructive, and solution-oriented even when players are frustrated, angry, or highly critical
• Curiosity – look beyond the surface-level complaint to understand what players are actually experiencing and why
• Proactivity – identify emerging issues, risks, and communication opportunities before someone has to ask

What you'll find at Keen Software House:

Impact

• Leave your mark on one of the most technically ambitious sandbox engineering games ever made.
• Join an international team tackling hard problems

How we work:

• Hybrid by default: work from home when you want
• Low bureaucracy, fast decisions

Time off & wellbeing

• 25 days of annual leave.
• Flexible sick leave.

Workspace

• Modern offices at Oranžerie, Prague - quiet focus zones, beautiful garden, great daylight, quality equipment, bike storage, gym and shower, fully stocked kitchen, lunches prepared by our private chefs

Community

• Regular team breakfasts, workshops, and relaxed meetups (BBQ, game nights, parties, teambuildings)

DUE TO THE HIGH VOLUME OF APPLICATIONS, PLEASE NOTE THAT ONLY CANDIDATES WHO MEET THE KEY REQUIREMENTS OF THE ROLE AND ARE SELECTED FOR THE NEXT STAGE WILL BE CONTACTED.