Role Overview

As a Senior Customer Support Engineer at Electronic Arts, you will work directly with Game Developer teams to resolve technical challenges and improve product quality. You will help develop additional software components, design and debug software applications, and participate in product/platform testing and updates.

Responsibilities

• Work directly with Game Developer teams to help them solve technical challenges
• Resolve issues involving project implementation, code error diagnosis, debugging, validation, and root cause analysis for the products/platforms assigned
• Build internal relationships with our development and product management teams to help us communicate the priorities of our customers
• Improve product quality by injecting fresh ideas and bringing innovations to existing products or platforms, building automation
• Develop additional software components for tasks associated with the projects/platforms, designing and debugging software applications
• Participate in projects that improve overall product and documentation quality
• Participate in product/platform testing and updates
• Achieve knowledge transfer through the delivery of training, knowledge sessions, mentoring
• Help increase the team efficiency by sharing knowledge, providing feedback about best practices, writing tools/utilities using AI stack

Qualifications

• Minimum 3 years of experience working with customers
• Empathy for the customer experience
• Balance varying levels of priority and urgency
• Understand complex technical issues and manage to express them in simple and concise language
• Familiarity with database concepts (e.g. SQL Server, MongoDB)
• Experience around the following technology concepts - virtualization, operating systems and server administration (Linux, Windows), cloud infrastructure and services(AWS, Azure), networking (IP, routing, firewall, ACL's), coding/scripting (Python, Bash, Powershell), application and API endpoints, monitoring and observability tools (Grafana, Kibana)
• Qualification in Computer Engineering or relevant experience needed

Benefits

• We adopt a holistic approach to our benefits programs, emphasizing physical, emotional, financial, career, and community wellness to support a balanced life
• Our packages are tailored to meet local needs and may include healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, complimentary games, and more

About Electronic Arts

• We're proud to have an extensive portfolio of games and experiences, locations around the world, and opportunities across EA
• We value adaptability, resilience, creativity, and curiosity
• From leadership that brings out your potential, to creating space for learning and experimenting, we empower you to do great work and pursue opportunities for growth

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Key responsibilities include:

• Providing second-line technical assistance for hardware, software, and network issues via phone, email, or in-person.
• Diagnosing and resolving complex technical problems, including system crashes, network connectivity issues, and software conflicts.
• Managing and administering user accounts, permissions, and access controls in systems like Active Directory.
• Assisting with the deployment, configuration, and maintenance of hardware (desktops, laptops, servers, and peripherals) and software applications.
• Monitoring and maintaining IT systems, including performing patch management, updates, and basic server administration.
• Documenting and updating IT service tickets with detailed resolutions and escalating unresolved issues to Level 3 experts or specialized teams.
• Contributing to and maintaining IT knowledge base articles and self-service wikis to enhance user self-sufficiency.
• Supporting IT projects, such as system upgrades, migrations, or new technology rollouts.
• Training and mentoring Level 1 technicians, providing guidance on troubleshooting techniques and best practices.
• Ensuring compliance with company IT policies, security standards, and data protection protocols.

The ideal candidate is a problem-solver with strong technical expertise, excellent communication skills, and a commitment to delivering outstanding customer service.

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As part of the Cloud and Infrastructure team within Enterprise Operations, you will play a key role in ensuring the performance, scalability, and reliability of these systems to support various business units. This position may involve occasional travel to Shield AI locations.

Responsibilities:

Engineering:

• Manage and optimize multi-cloud infrastructure (Azure, AWS) for performance, reliability, and scalability.
• Support and optimize cloud and virtual machine environments, assisting with capacity planning, performance monitoring, security compliance, and vulnerability remediation.
• Assist in implementing and maintaining infrastructure systems, including servers, storage, backup solutions, and disaster recovery processes, for both public and private clouds.
• Continuously learn and adapt to emerging technologies and platforms, leveraging automation wherever possible.
• Author and produce the necessary documentation for engineered and maintained systems along with associated processes that supporting teams can leverage.
• Assist in researching, recommending, and developing innovative solutions for complex requirements and issue resolution.
• Collaborate cross-functionally with AI, DevOps, and Security teams to ensure compliance, observability, and resilience in mission-critical environments.
• Participate in Agile methodologies and sound engineering principles.

Operations and Support:

• Perform daily system monitoring, verifying the integrity and availability of all server resources, systems and key processes, reviewing system and application logs.
• Support system maintenance and upgrades, including OS patching, software configuration, hardware updates, and performance tuning to ensure optimal cloud infrastructure performance.
• Provide escalated support for operational issues possibly during and after normal business hours for systems, workloads, and Kubernetes AI infrastructure.
• Analyze, troubleshoot and resolve system infrastructure and software issues.
• Ability to participate in on-call, emergency, or maintenance roles

Requirements:

• Bachelor’s degree in Computer Science or related field, or equivalent experience (4+ years) plus an engineer level certification, Azure/AWS Associate, or another similar level certification.
• 4 years’ experience supporting applications and systems in a production environment in high-availability, mission-critical, or defense-grade environments preferred.
• Comfortable with operational efficiencies utilizing Infrastructure as Code (IaC) solutions (e.g., Terraform, Ansible).
• Strong understanding of networking concepts (VPCs, VPNs, subnets, routing, firewalls).
• Experience in automating repetitive tasks using scripting languages such as PowerShell, Python, or Bash.
• Experience with deployment and systems administration of at least one type of Linux distribution (i.e. RHEL, Ubuntu)
• Experience with concepts of Microsoft Windows Server administration, Azure and Active Directory environments
• Possesses organizational skills, with a process-oriented mindset, attention to detail, and effective verbal and written communication abilities.
• Ability to work independently to accomplish assigned tasks.
• Solution-oriented, constructive approach to problem-solving.

Preferred Qualifications:

• Experience deploying and maintaining workloads in Azure public cloud environments.
• Hands-on experience with containerization and Kubernetes-based workloads.
• Strong understanding of virtualization and private cloud platforms (e.g., VMware, Hyper-V, KVM).
• Background in DevOps, Site Reliability Engineering (SRE), or cloud infrastructure roles.
• Proficiency with configuration management and automation tools (e.g., Ansible, Chef, Puppet, Terraform).
• Experience building and optimizing CI/CD pipelines.

Salary and Benefits:

• $110,000 - $170,000 a year
• Full-time regular employee offer package: Pay within range listed + Bonus + Benefits + Equity
• Temporary employee offer package: Pay within range listed above + temporary benefits package (applicable after 60 days of employment)

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This is a senior individual contributor role responsible for end-to-end infrastructure ownership , spanning on-premises systems, cloud platforms, endpoint environments, identity services, and local engineering support.

The Staff Systems Administrator operates with significant independence, defining priorities, executing improvements, and ensuring operational resilience with minimal oversight.

This role requires a self-starter who can design, implement, support, and continuously improve infrastructure in a secure, performance-driven environment while also maintaining hands-on ownership of end-user systems and service delivery.

You will function as the accountable infrastructure lead for your environment, ensuring it remains secure, compliant, scalable, and highly available , while continuing to deliver responsive support to engineering and business teams.

Infrastructure Ownership (On-Prem & Cloud):

• Own and operate on-premises and cloud infrastructure, including servers, virtualization, storage, identity platforms, and core enterprise services.

• Administer Azure/AWS environments, ensuring availability, performance, monitoring, backup, and disaster recovery readiness.

• Maintain secure system configurations, patching, vulnerability remediation, and infrastructure hardening.

• Operate effectively within a controlled, security-sensitive environment with segmented systems and defined access boundaries.

• Identify risks and independently drive modernization, scalability, and resilience improvements.

Identity, Security & Operational Excellence:

• Administer Active Directory and Entra ID (Azure AD), enforcing role-based access and secure configuration standards.

• Ensure compliance with internal controls, documentation requirements, and audit readiness expectations.

• Own IT asset lifecycle management, vendor coordination, licensing oversight, and operational reporting.

• Contribute infrastructure patterns and operational standards that can scale across similar environments.

End-User & Engineering Support:

• Provide hands-on support across Windows, macOS, and Linux endpoints, including advanced troubleshooting and escalation management.

• Lead onboarding and offboarding processes, including device provisioning, access configuration, and endpoint compliance validation.

• Support engineering systems, lab environments, and secure connectivity needs.

• Remove operational IT friction so engineers and business teams remain focused on mission delivery.

Required qualifications:

• 12+ years of experience in systems administration, enterprise IT operations, or infrastructure engineering.

• Demonstrated experience independently owning and operating IT infrastructure in complex environments.

• Strong hands-on expertise across:

• Windows, macOS, and Linux systems

• Server administration and virtualization

• Cloud platforms (Azure and/or AWS)

• Identity platforms (Active Directory, Azure AD / Entra ID)

• Experience managing infrastructure in segmented, regulated, or security-sensitive environments.

• Strong networking fundamentals (TCP/IP, DNS, DHCP, VPN, firewall concepts).

• Experience with endpoint management platforms (Intune, Jamf, or equivalent).

• Experience implementing backup, disaster recovery, and monitoring solutions.

• Strong documentation discipline and operational rigor.

• Proven ability to work with minimal supervision and drive outcomes independently.

Preferred qualifications:

• Experience supporting engineering, R&D, or defense-oriented teams.

• Experience operating in startup or high-growth environments.

• Familiarity with DevOps tooling (Azure DevOps, GitHub, CI/CD environments).

• Scripting or automation experience (PowerShell, Bash, Python).

• Experience supporting air-gapped or isolated infrastructure environments.

• ITIL knowledge or certifications.

• Relevant industry certifications (Microsoft, AWS, VMware, CompTIA, etc.).

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