Unity Technologies
Senior Manager, Developer Support Engineering
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The Opportunity
Unity's Grow Ads Support organisation is looking for a proactive, people-centric manager to lead the Developer Support Engineers (DSE) behind our self-served Ads business — the team that keeps thousands of LevelPlay, ironSource Ads and Unity Ads developers building, monetizing and growing without friction.
This is scaled support at its most interesting. Your team is the front line for a long tail of studios who don't have a dedicated account team, which means every ticket is both a customer to save and a signal about our product. You'll build a team that solves the case in front of them and then goes one step further: finding the pattern behind fifty cases, and making sure the fifty-first never gets filed.
As a Senior Manager, Developer Support Engineering, you're the fuel that keeps the whole operation ticking. You'll own the health of the Mobile Self-Served queue end to end — response and resolution times, quality, customer satisfaction — while turning ticket drivers into a credible improvement agenda with R&D, Product and Business teams. You'll be the person who can say, with data behind it, what our self-served developers are actually struggling with this quarter.
Strive for constant improvement both with our customers and within Unity. Set the bar high, ensuring we are always focused, on point, and delivering a world-class developer experience. You will enable an encouraging, inclusive culture and proactively seek to build a team with a diverse range of skills and experiences. Rest assured, you'll never be bored at Unity.
What You'll Be Doing
- Lead, coach and grow a distributed team of Developer Support Engineers covering LevelPlay/ironSource Ads and Unity Ads self-served monetization and user acquisition
- Own the performance of the self-served support queue — capacity planning, coverage across time zones, prioritization, SLA and CSAT targets — and be accountable for the numbers
- Turn support volume into insight: cluster and analyze ticket drivers, quantify their impact, and drive the resulting fixes, documentation and product changes to completion with R&D, Product and Business partners
- Reduce contact volume at the source through self-service — knowledge base coverage, in-product guidance, automation and AI-assisted workflows — rather than by scaling headcount alone
- Own escalation and incident flow on behalf of self-served customers: make the judgement call on what goes to engineering, ensure it arrives well-evidenced, and keep customers informed until it lands
- Develop the technical depth and career paths of your engineers, and act as a steady escalation point for your team's hardest cases
- Proactively maintain excellent relations between the team and other departments within Unity, and represent the self-served customer's reality in forums where it usually goes unheard
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What We're Looking For
- Proven track record of leading technical support, developer support or solutions engineering teams, ideally in a high-volume or scaled-support environment
- Strong operational instincts — comfortable running a queue by the data, and able to explain a trade-off between speed, quality and cost to a senior audience
- Hands-on fluency with support and analytics tooling: Salesforce (or equivalent CRM/case management), Jira, SQL/BigQuery, and the ability to build your own view of the data rather than waiting for a dashboard
- Genuine technical credibility with mobile app developers — able to reason about SDK integrations, ad mediation, revenue and attribution discrepancies, and API-level troubleshooting
- Excellent communication skills in English, both written and verbal, with a highly proactive and empathic sensibility and an active willingness to listen
- Track record of building cross-functional influence without formal authority, and of following a problem all the way to a shipped resolution
You Might Also Have
- Background in mobile advertising, ad monetization or user acquisition — ironSource, AppLovin, AdMob, Meta Audience Network, MAX or similar mediation and demand ecosystems
- Experience introducing automation or AI tooling into a support organisation, and honest views on where it works and where it doesn't
- Experience with tools such as Charles Proxy, Postman and mobile debugging environments
- Previous employment in the games industry, including games services or other related industries
- Knowledge of SaaS customer success lifecycles and how support fits into revenue retention
- Background in a technical field such as Computer Science, Engineering or a related discipline
Base Salary Range
We determine the base salary range for this role based on your primary work location:
- Zone A: £75,600 - £108,400 GBP gross
This range reflects the anticipated base salary for this position. Beyond base salary, this role may be eligible for equity awards and participation in our company incentive plans (such as annual discretionary bonuses or sales commissions). The final offer amount will depend on several factors, including geographic location and the candidate’s relevant experience, professional background, and skill set.
Benefits
At Unity, we want our team members to thrive. We offer a wide range of benefits designed to support well-being and work-life balance.
Please note: Benefits eligibility, specific offerings, and coverage vary based on the country and employment status.
While specific benefits vary, here are some of the ways we strive to take care of our eligible team members globally:
- Comprehensive health, life, and disability insurance
- Commute subsidy
- Employee stock ownership
- Competitive retirement/pension plans
- Generous vacation and personal days
- Support for new parents through leave and family-care programs
- Office food snacks
- Mental Health and Wellbeing programs and support
- Employee Resource Groups
- Global Employee Assistance Program
- Training and development programs
- Volunteering and donation matching program
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Life at Unity
Unity [NYSE: U] is the world’s leading game engine, powering play for more than 3 billion consumers each month. The top mobile games in the world, the most played PC indie titles, the most innovative console games, and virtually all of the top XR and Web Games are developed, deployed, and grown in Unity. Unity also enables teams across industries like automotive, manufacturing, and healthcare to design, simulate, and collaborate in 3D — closing the gap between ideas and reality. For more information, please visit www.unity.com.
Unity is a proud equal opportunity employer. We are committed to fostering an inclusive, innovative environment and celebrate our employees across age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. Our differences are strengths that enable us to support the growing and evolving needs of our customers, partners, and collaborators. If you have a disability that means there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know.
This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.
This posting is intended to fill an existing vacancy, and we are committed to providing applicants with updates throughout the hiring process in accordance with applicable law.
Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity.
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