Digital Product Support Engineer - Caesars Entertainment

OpenTalent; Leeds; On-site; GBP 33,000 - 37,000; Full time

Benefits offered by this job

26.5 days annual leave

Salary sacrifice pension

Life insurance (3x salary)

Income protection

Health insurance with family option

Professional development budget

Enhanced sick pay

Enhanced family leave

Paid volunteer days

Electric Car Scheme (salary sacrifice)

Job summary

Caesars Digital in the United Kingdom is recruiting a Digital Product Support Engineer to handle incoming requests for Caesars Digital products, coordinate with IT and third-party partners, and triage incidents within the SLA. The role offers a 2nd shift pattern with potential day shifts and does not include on-call duties.

You will document actions, author knowledge articles, and collaborate with customer service to escalate where needed, ensuring clear communication across teams and

Qualifications

• Ability to manage incident lifecycle and prioritize based on urgency and impact.
• Strong written and verbal communication across teams.
• Proven ability to document actions and maintain knowledge bases.
• Experience with data-entry standards and policy compliance.
• Collaborative cross-functional work across IT and product teams.

Responsibilities

• Intake all incoming requests for Caesars Digital products from multiple sources.
• Gather information via voice and text channels to prioritize and advance requests.
• Capture information according to data-entry standards and policy.
• Prioritize resolution and escalation within the SLA.
• Coordinate cross-organisational communication during incidents, releases and changes.
• Escalate with Customer Service when needed.
• Document actions to improve documentation and knowledge bases.
• Identify and report ticketing trends.
• Build relationships with team members, third parties, and development teams.
• Author knowledge articles to educate customers.

Skills

Incident management

Customer communication

Documentation

Data entry standards

Cross-functional collaboration

Job description

We are currently recruiting for a Digital Product Support Engineer based in the UK. This role will be Friday - Tuesday, 1 pm - 9 pm, and will eventually change to 9 am- 5 pm. These roles do not require night shifts. The engineers will not be required to participate in an on-call rotation.

Benefits

• 26.5 days annual leave plus your birthday off
• Salary sacrifice company pension scheme
• Personal life insurance (3x your salary) and income protection
• Health insurance with options to add your family
• Dedicated professional development training budget
• Enhanced company sick pay
• Enhanced family leave policy
• 2 paid volunteer days per year
• Electric Car Scheme (salary sacrifice)

Compensation

Depending on multiple factors, including experience and performance during the interview process: £33,000 - £37,000

As a Digital Product Support Engineer, you will:

• Immediately intake all incoming requests for supporting Caesars Digital products and platforms from multiple sources including Caesars Digital team members, third-party vendors, Caesars Entertainment IT, monitoring systems, and other parties.
• Interact with individuals and teams through our communications channels (voice and text based) to gather required information that enables the DPSE 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 their urgency and impact. Utilise all available relevant information to take action that leads to resolution within the documented SLA.
• Serve as as a subject matter expert throughout the incident lifecycle to engage the appropriate teams (within and beyond Caesars Digital) to assist in resolving the issue. This requires the Digital Product Support Engineer to maintain a thorough comprehension of all roles and responsibilities across Caesars Digital, Caesars Entertainment IT, and third party partners and service providers required to deliver products and Services.
• 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 customer's issue with Caesars 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.