Tech Support Engineer III

International Game Technology; Rhode Island; Remote; USD 38,000 - 157,000; Full time

Job summary

An established industry player in gaming seeks a dedicated Tech Support Engineer to enhance its Engagement Platform. This role involves configuring and testing products for a diverse global audience, ensuring compliance with regulations, and collaborating with cross-functional teams. Candidates should possess a technical degree and have a strong background in tech support, emphasizing attention to detail and proactive problem-solving. Join a dynamic team where your contributions will drive innovation and enhance user experiences in the gaming sector.

Benefits

401(k) Savings Plan with Company Contributions

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Tuition Reimbursement

Paid Time Off

Wellness Programs

Identity Theft Insurance

Qualifications

• 5+ years of related work experience in tech support.
• Experience in a software development environment is preferred.

Responsibilities

• Configure Engagement Platform products and promotions accurately.
• Support testing and sign-off of products in various environments.
• Collaborate with cross-functional teams to meet business requirements.

Skills

Team Collaboration

Attention to Detail

Proactive Problem Solving

Project Management

Education

Technical Degree

Tools

Atlassian Products

Microsoft Products

Job description

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Requisition ID: 17004

IGT (NYSE: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.

IGT PlayDigital is looking for an experienced Tech Support Engineer to help us delivering our engagements tools to a global audience. This role focuses on planning, executing, testing and delivering all sort of promotions to our customers.

You will work in a regulated industry, so attention to detail, a willingness to learn, and respect for rules are important. If you are energetic, passionate, and experienced, we would love to hear from you.

In this role, flexibility to work occasional weekends may be required with time off in lieu granted.

What You’ll Do:

• Ensure the accurate and timely configuration of Engagement Platform products and promotions across US, CA & EMEA markets.
• Support Operators and Product Team with testing and sign-off of configured Engagement Platform products and promotions in the Stage environment.
• Support Operators and Product Team with testing and sign-off of Engagement Platform products and promotions in Production environments, ready for go-live.
• Maintain accurate records of all setup and configuration changes in both the Stage and Production environments.
• Accurately follow all established Engagement Platform products, tools, and service setup/configuration rules, processes, and procedures.
• Accurately follow all operational change management processes and procedures in the Stage and Production environments.
• Act as centralized 1st line support for diagnosing, investigating, and resolving setup/configuration-related issues for Engagement Platform products and promotions.
• Work closely with Operational Support to actively monitor the status of live Engagement Platform products and promotions in the production environment.
• Collaborate with Cross-Functional Teams: Work with the QA, Development, and Product teams to ensure configurations meet the functional and business requirements.
• Follow established procedures for the accurate reporting and escalation of unresolved issues to appropriate Operations, Product, and/or Tech teams.
• Support the Product team to train Operators on new products and services, as required.
• Continuously learn and build expertise in the full suite of Engagement Platform products
• Make recommendations for improvements in the setup and configuration processes of Engagement Platform products, tools, and services. Provide feedback on product performance based on operational use cases and configurations.

Requirements

About You:

• Technical Degree preferred
• 5+ years of related work experience
• Excellent team player – ability to integrate to the team quickly, bringing a positive attitude and way of work
• Well organized and structured person, keen to progress their career in iGaming
• Proficiency in Atlassian and Microsoft Products. Experience in a software development environment is preferred
• Self-driven, proactive and independent, taking ownership for delivering projects within timeline
• Demonstrate high attention to detail to ensure accuracy and quality in all configurations

Keys to Success

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


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IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

At IGT, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $38,281-$156,700. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable.

Base pay is only one part of our Total Rewards program. Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses. In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements.

All IGT employees have a role in information security. Annual training will be assigned and required as appropriate. IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit www.igt.com.