Customer Support Specialist (Space Engineers)

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 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 (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
• 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 level of ownership required for this role, we are looking for candidates with relevant professional experience and a strong understanding of player-facing communication.

Будет плюсом

• 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…

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