Matrix Games

Job Description:

As part of the Defence Support Team, you are responsible for delivering day-to-day operational support to Matrix Pro Sims’ defence clients and internal commercial teams. You would ideally be located in America or Asia Pacific to handle customers from those time zones. 

You play a critical role in enabling the sales and client lifecycle, supporting activities such as account setup, licensing, trial management, quotation processing, and ongoing client support. You ensure that all operational processes are delivered efficiently and accurately, providing a seamless experience for both clients and internal stakeholders.

Working closely with New Business Sales, Defence Client Managers, and Finance, you help move opportunities through the pipeline from initial engagement to contract completion and into retention. 

You will also support basic technical queries, escalate issues where required, and contribute to maintaining high standards of client service across all touchpoints.

Responsibilities:

• Support client onboarding including account creation, registration, and system access. 
• Manage licensing processes, including issuing trial licences and full licences.
• Assist with RFQs, quotations, and proposal documentation. 
• Maintain CRM records, ensuring accurate tracking of client activity and deal progression.
• Coordinate with Finance for invoicing, payments, and licence issuance. 
• Provide first-line support for client queries, escalating technical issues where required.
• Support Sales and Client Managers with administrative and operational tasks. 
• Liaise with the development team to resolve customer issues and be the champion of the customer within the development team.
• Assist with preparation for demonstrations, events, and client engagements and occasional event support such as Europe (e.g. IT2EC, DSET, DSEI) and North America (e.g. I/ITSEC).
• Contribute to continuous improvement of internal processes and workflows

Key Skill & Attributes

• Highly organised with strong attention to detail.
• Process-driven with the ability to follow structured workflows.
• Strong communication skills, both written and verbal.
• Proactive and responsive, with a strong service mindset.
• Comfortable working across multiple tasks and priorities.
• Technically literate, with the ability to understand software-based products

Experience and Qualifications

• Experience in administrative, operational support, or customer support roles.
• Familiarity with CRM systems and structured workflows.
• Experience working in defence, technology, or software environments preferred.
• Ability to handle sensitive information with professionalism and discretion.
• Strong organisational and coordination skills

Preferred Experience

While not required, these skills would be beneficial:

• Defence Modelling and Simulation (M&S) or wargaming for training, education or analysis.
• Experience of Slitherine’s strategy & wargames.
• Be located in the US to better assist our US customers. 

Benefits

• Flexible Working Arrangements: Work from our offices in Epsom, UK; Warsaw, Poland; Milan, Italy; or work fully remote in Europe or North America. 
• Access to our library of over 300 commercial games.
• Military Reserve Support: We support National defence reserve obligations as applicable.

Salary 

£30k-£45k based on experience and location.

Employment Type: 

Full-time, permanent 

If you’re passionate about enhancing military and government readiness through cutting-edge simulation solutions and possess the expertise to engage with defence clients in a meaningful way, we’d love to hear from you. 

Application Process

Please submit your CV and a covering letter to career@slitherine.co.uk or via the Apply button. By submitting your resume, you consent to the processing of your personal data for recruitment purposes by Slitherine Software UK Ltd and its subsidiaries.

About Matrix Pro Sims (Division of Slitherine Software UK Limited)

Matrix Pro Sims is the world-leading publisher of commercial off-the-shelf (COTS) professional digital wargames, operating under Slitherine Software UK Limited. 

Since July 2000, Slitherine has led the commercial strategy and wargames market. Our division focuses on highly detailed strategy and simulation tools tailored for the Defence, training and education and analysis sectors.

What began as a commercial video game, Command Professional Edition (Command PE) has evolved into a highly effective simulation platform for Defence users. From its early adoption in innovative AI-for-command studies to widespread use in operational-level training and experimentation.

With global reach and a client base spanning more than 30 nations, we support Defence and allied forces, industrial partners and educational institutions through realistic, scalable and cost-effective tools.