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Enterprise Support - Solving Hard Problems

December 14, 2015 in Community | 4 min. read
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One of Unity’s core values is that we like to solve Hard Problems™. Hard problems come in many shapes and sizes, from how to implement new features to how to advertise new products and services. But nowhere in Unity are hard problems encountered more regularly than in the Support team.

Enterprise Support is Unity’s bespoke, top tier support package. For our Enterprise Support customers we are more like an additional tech team grafted directly into their company. The Enterprise Support team is comprised of a crack commando unit that was sent to prison by a military court specialised group of engineers comprised of industry veterans that bring over 100 years of games development experience to your team (as well as one of the top 20 Mortal Kombat players in the US) that have worked on... well… let’s put it this way, you have probably all played at least one of their titles.

My role, as a Developer Relations Manager (DRM) within the team, is to act as a point of contact for our Enterprise Support customers, to discuss all of their support needs, talk about the issues they have open, to help prioritise any issues that can span multiple teams or projects, and be a conduit for any feedback for Unity (usually “do this better!”, “make this easier to use!” or “Why haven't you done this yet?”). We have weekly meetings so I can understand their games, their workflow and priorities, and I am solely focused on helping them ship titles. Because we all love it when a plan comes together, right? Internally, I also work hand in hand with bug assassins in the Sustained Engineering team to fix, backport and release patches as quickly as possible. And if worse comes to worse, and they do hit a production critical bug that is stopping them ship, then we crank it up to URGENT and will work directly with their team 24/5 to unblock their workflow. That's right... 24 hours a day!

The Enterprise support team is nearly ten strong and expanding rapidly across the Americas, Europe and Asia. This expansion allows each DRM to have more time with each client, and as we are now spread across the globe, there is no excuse not to turn up to your office to help troubleshoot any problems.

Pagani Profile (Red & Carbon) Gold Wheels_rz

One of our Enterprise Support customers are a great bunch of folks called ZeroLight, and what they do is slightly different from the standard Unity product. By different, I mean they do super hardcore car visualization work and produce some amazing content, all using Unity. ZeroLight has created the world’s most advanced real-time 3D car configurator and was also announced earlier this year as a visualization partner to Audi AG. They are also the developer of a bespoke digital car configurator for Italian supercar manufacturer Pagani. Check out the ZeroLight Unity profile.

Pagani Rear (Carbon Fibre)_rz

As a company of innovative professionals ZeroLight are always looking to push into exciting new areas and as such they ALWAYS provide us with Hard Problems™ to fix (and Unity likes hard problems, right!). Because the Enterprise Support team is entrenched with ZeroLight, we are able to understand their roadmap, feed in any information about upcoming features that are going to be useful, start conversations between them and our internal dev teams, and all this allows us to head off issues before they occur. While issues are an unfortunate fact of life for any software developer, having this level of involvement allows us to understand the context of any issues that are raised, and expedite fixes and workarounds with our dedicated Enterprise Support team and this, in turn, allows ZeroLight to maintain their high speed development pipeline and cutting-edge 3D real-time visualization applications. And, as the stuff ZeroLight are doing is super cool, we get to play with all their fancy new tech first. If you get a chance to see them at any VR events, definitely grab a go on their car de-constructor.

So, if you have a problem... if no one else can help... and if you can find them... maybe you can hire... the Enterprise Support team.
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December 14, 2015 in Community | 4 min. read
Topics covered