Digital Product Support Engineer

Caesers Entertainment; Leeds; On-site; GBP 56,000 - 96,000; Full time

Benefits offered by this job

Pension scheme

Life insurance

Health insurance

Annual leave with birthday off

Professional development budget

Sick pay enhancements

Volunteer days

Electric car scheme

Job summary

Caesars Digital, part of Caesars Entertainment, is seeking a Digital Product Support Engineer in the UK. You will intake, triage and resolve support requests for digital products, coordinating with multiple teams to resolve incidents and drive knowledge base improvements.

The role emphasizes strong problem-solving, communication, and collaboration skills, with cloud/ networking awareness and a customer-first approach.

Qualifications

• 1–3 years in application support, IT ops, or NOC.
• Gaming experience preferred.
• Self-starter able to work solo and in a team.
• Excellent problem-solving, analytical and communication skills.
• Ability to handle multiple tasks in a fast-paced, high-pressure env.
• Understanding of workflows and process improvements.
• Awareness of cloud-based technologies preferred.
• Understanding of networking, data interfaces and data workflows preferred.
• Associate degree in Computer Science, IT, or related field preferred.

Responsibilities

• Intake incoming support requests from multiple sources.
• Gather info via channels to identify and prioritize requests.
• Capture information per data entry standards.
• Prioritize resolution and escalation based on urgency/impact.
• Use information to resolve within SLA; act as SME during incidents.
• Coordinate cross-organisational communication during incidents/releases.
• Liaise with teams responsible for changes and deployments.
• Escalate to Customer Service when needed.
• Document actions to improve knowledge bases.
• Identify ticketing trends and report them.
• Build relationships with stakeholders; author knowledge articles.
• Recommend updates to articles and support methodologies.

Skills

1-3 years exp

Gaming experience

Self-starter

Problem-solving

Communication

Cloud awareness

Networking basics

Data workflows

Team player

Education

Associate degree in CS/IT

Tools

Monitoring systems

Data interfaces

Networking infra

Job description

Salary: £56,000 - 96,000 per year

Requirements:

• 1-3 years of experience in application support, IT operations, or a Network Operations Center environment.
• Previous gaming experience is preferred.
• Self-starter who can work alone and in a team environment.
• Excellent problem-solving, analytical, and communication skills.
• Ability to work in a fast-paced, high-pressure environment while handling multiple simultaneous tasks.
• Understanding of workflows and process improvements.
• Understanding of customer service concepts and techniques.
• Awareness of cloud-based technologies is preferred.
• Understanding of technical infrastructure such as networking, data interfaces, and data workflow is preferred.
• Associate degree in Computer Science, IT, or another related field is preferred.

Responsibilities:

• Immediately intake all incoming requests for support of our digital products and platforms from multiple sources, including our team members, third-party vendors, IT, monitoring systems, and other parties.
• Interact with individuals and teams through our communications channels to gather required information that enables the Digital Product Support Engineer to identify, prioritise, and advance requests.
• Capture all required information in accordance with data entry standards and policy.
• Prioritise the resolution and escalation of reported incidents based on urgency and impact.
• Use all available relevant information to take action that leads to resolution within the documented SLA.
• Serve as a subject matter expert throughout the incident lifecycle to engage the appropriate teams, within and beyond our digital business, to assist in resolving issues.
• Coordinate and oversee high-priority cross-organisational communication before, during, and after critical incidents, changes, releases, and deployments.
• Liaise with team members responsible for executing changes and deploying releases as required.
• Serve as an escalation point for Customer Service teams when they are unable to resolve a customers issue with our digital products and services.
• Meticulously document all actions taken to enhance the quality of existing documentation and add to relevant knowledge bases.
• Identify and report on ticketing trends.
• Establish relationships, trust, and credibility with team members, third parties, and product development teams.
• Author knowledge articles to educate customers on how to better utilise application systems and solve common problems.
• Recommend updates to knowledge articles and support methodologies.

Technologies:

• Cloud
• Support
• Network

More:

We are Caesars Digital, part of Caesars Entertainment, the worlds premier gaming company with more than 80 years of sports betting leadership. We are building digital innovation, customer experience, and industry excellence across platforms including Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino, and Caesars Racebook, alongside our retail footprint and William Hill legacy. This is a full-time UK-based role working Friday to Tuesday, initially 1 pm to 9 pm and later changing to 9 am to 5 pm. There are no night shifts and no on-call rotation. Our benefits include 26.5 days annual leave plus your birthday off, a salary sacrifice company pension scheme, personal life insurance and income protection, health insurance with family options, a dedicated professional development training budget, enhanced company sick pay, enhanced family leave, two paid volunteer days per year, and an electric car scheme. The salary range is 33,000 to 37,000 depending on experience and performance during the interview process.

last updated 37 week of 2026