Digital Product Support Engineer – Incident & Cloud

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

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.