Digital Product Support Engineer — UK (Hybrid, Growth)

Caesars Sportsbook & Casino

Leeds

On-site

GBP 33,000 - 37,000

Full time

11 days ago

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Benefits offered by this job

Annual leave + birthday

Pension scheme

Life insurance

Income protection

Health insurance

Dev budget

Sick pay

Family leave

Volunteer days

Electric car scheme

Job summary

Caesars Digital is hiring a Digital Product Support Engineer in the United Kingdom to manage incoming support requests for Caesars Digital products. The role operates initially 1 pm–9 pm Friday to Tuesday, with a future shift change to 9 am–5 pm.

Night shifts and on-call rotations are not required, and you will collaborate with multiple internal teams to resolve incidents. You will capture and prioritise information, coordinate escalation, and contribute to knowledge base improvements while

Qualifications

1-3 years of experience in application support, IT operations, or Network Operations center environment.
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 networking, data interfaces, and data workflow is preferred.

Responsibilities

Immediately intake all incoming requests for supporting Caesars Digital products from multiple sources.
Interact with teams to gather required information and prioritize requests.
Capture all information according to data entry standards and policy.
Prioritize resolution and escalation based on urgency and impact within SLAs.
Serve as SME throughout incident lifecycle and coordinate with cross-functional teams.
Coordinate high-priority cross-organisational communications before, during, and after incidents.
Liaise with team members responsible for changes and deployments.
Escalation point for Customer Service when issues cannot be resolved.
Document actions to improve knowledge bases and documentation.
Identify and report ticketing trends.