Technical Supp Eng III

IGT; City of Moncton; On-site; CAD 70,000 - 80,000; Full time

Benefits offered by this job

Comprehensive benefits

RRSP Plan

Tuition reimbursement

Paid time off

Wellness programs

Job summary

IGT is seeking a remote Technical Support Engineer to join its iGaming team, focusing on the Remote Gaming Server (RGS). You will own and resolve sophisticated technical issues within SLAs and collaborate with product and development teams to minimize disruption for customers.

The ideal candidate has 2–5 years of casino operations experience, strong analytical skills, experience with API data exchange (SOAP/REST) and XML, plus familiarity with Linux. Proficiency with Jira is a plus.

Qualifications

• 2–5 years of casino operations experience, with system knowledge.
• Strong analytical skills and the ability to communicate complex ideas clearly.
• Demonstrated front-end debugging experience.
• Experience in a ticketed environment; Jira preferred.
• Intermediate Linux experience.
• Experience with system architecture, integrations, and networking.
• Solid understanding of API (SOAP/REST) data exchange and XML reading.
• Coding or debugging experience for iOS or Android applications is a plus.

Responsibilities

• Take ownership of sophisticated technical issues within established SLAs.
• Follow procedures for addressing customer concerns and escalate as needed.
• Provide detailed product information and results of research as knowledge base notes.
• Document changes related to RGS and train relevant teams on processes.
• Collaborate with product and development teams to assess feature impacts on customers.

Skills

Analytical thinking

Front-end debugging

Linux experience

System architecture & integrations

API (SOAP/REST) & XML

Mobile development (iOS/Android)

Casino operations experience

Ticketed support environment

Tools

JIRA

Job description

IGT is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit www.igt.com.

Responsibilities

Are you an Engineer looking to bring to market world-class games that attain leading positions in emerging new media markets, take advantage of the innovative possibilities new technologies present, and demonstrate the assets of an industry leader? IGT is looking for a remote Technical Support Engineer to join its iGaming team working on the Remote Gaming Server (RGS).

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/release.

Qualifications

• 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

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

Compensation

At IGT, we believe compensation should be as individual as you are, reflecting your skills, experience, background, and location. That’s why our starting compensation range is $70,000 to $80,000 CAD, with room to go higher or lower depending on the full picture. We also follow all local pay laws and collective bargaining agreements, so everything’s above board. Compensation is just the beginning! Our Total Rewards program is designed to support your success, both professionally and personally, and may include:

Total Rewards

• 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. IGT is an equal opportunity employer. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion or belief, sex, sexual orientation, gender identity, age, national origin, disability, or any other characteristic protected by applicable law. This commitment applies to all employment practices, including recruitment, hiring, promotion, compensation, benefits, training, and termination. We thank all applicants for their interest; however, only those selected for an interview will be contacted.