Technical Supp Eng III

About the role

In this role, you will take ownership of complex technical issues, diagnosing and resolving them within operational SLAs. You will collaborate with product and development teams to ensure that changes to the Remote Gaming Server do not impact existing customers and explore future revenue opportunities.

You will document processes and share knowledge through tech notes and articles, while also analyzing new market requirements influenced by regulatory changes. Success in this position means effectively communicating technical information and ensuring customer satisfaction.

The salary for this role ranges from $70,000 to $80,000, which reflects the technical expertise required.

Skills that matter here

• casino operations: Experience in casino operations is essential for understanding the technical environment.
• analytical skills: Strong analytical skills are necessary for diagnosing and resolving complex issues.
• front-end debugging: You will utilize front-end debugging skills to address technical challenges.
• JIRA: Experience with JIRA is preferred for managing and tracking technical issues.
• Linux: Intermediate knowledge of Linux is preferred for system support.
• API: A solid understanding of API technologies (SOAP and REST) is required for data exchange.

Who this role suits

• A candidate with 2 to 5 years of experience in casino operations.
• Someone who can communicate complex ideas clearly to different audiences.
• An individual who thrives in a collaborative environment and enjoys problem-solving.
• A person who is detail-oriented and comfortable working with technical documentation.

From the employer

WHAT YOU'LL DO:

• Take ownership of sophisticated technical issues; inclusive of but not limited to:
• Researching, diagnosing, identifying and resolving issues within the established operational SLAs
• Following standard procedures for accurately addressing customer concerns and forwarding them to the appropriate internal teams.
• Providing detailed product information and results of research in the form of knowledge base tech notes and articles.
• Documenting, training, and communicating changes as they pertain to RGS with focus on vital process changes to Customers, Customer Service and RGS Service Operations.
• Work closely with product and development teams on RGS to evaluate any features/changes operationally to ensure that existing customers are not impacted, and future revenue opportunities are considered.
• Customer business analysis of new market requirements (i.e., changes from regulatory bodies) which impact the business.
• Work with internal collaborators to identify, resolve, and lead the impact to customers of major RGS changes/releases.

WHAT YOU'LL OFFER:

• Ideal candidate will have 2 to 5 years of casino operations experience, with an emphasis toward system knowledge
• Strong analytical skills, with the ability to understand and communicate complex ideas in an audience-appropriate manner
• Demonstrated front-end debugging experience
• Prior experience working in a ticketed environment; JIRA preferred
• Intermediate Linux experience preferred
• Intermediate experience with system architecture, integrations, and networking
• Solid understanding of API (SOAP and REST Technologies) data exchange and XML reading
• Coding, developing and/or debugging experience for iOS or Android applications preferred.

Compensation is just the beginning! Our Total Rewards program is designed to support your success, both professionally and personally, and may include:

• Comprehensive benefits, including medical, dental, vision, life, accident, and disability insurance
• RRSP Plan to help you plan for the future
• Tuition reimbursement to support continued learning and growth
• Paid time off to rest, recharge, and reset
• Wellness programs that support your overall well-being

IGT is committed to fostering a diverse, equitable, and inclusive workplace that reflects the global communities and customers we serve. We strive to create an environment where all employees feel valued, respected, and empowered.