Tech Support Engineer III

IGT; Rhode Island; On-site; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a Tech Support Engineer III to enhance engagement tools for a global audience. This role involves configuring and supporting various gaming products while ensuring compliance with industry regulations. Ideal candidates will bring over five years of experience in technical support, a strong attention to detail, and proficiency in tools like Atlassian and Microsoft. The position offers a dynamic work environment where you can collaborate with cross-functional teams and contribute to the success of exciting gaming promotions. If you are passionate about technology and eager to make a difference, this opportunity is for you!

Qualifications

• 5+ years of experience in technical support within iGaming.
• Proficiency in Atlassian tools and Microsoft products.

Responsibilities

• Configure Engagement Platform products and promotions accurately.
• Act as first-line support for diagnosing setup issues.
• Collaborate with cross-functional teams for product configurations.

Skills

Technical Degree

5+ years of related work experience

Proficiency in Atlassian

Proficiency in Microsoft Products

Strong communication skills

Attention to detail

Education

Technical Degree

Tools

Atlassian

Microsoft Products

Job description

Join to apply for the Tech Support Engineer III role at IGT

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.

Overview
IGT PlayDigital is looking for an experienced Tech Support Engineer to help us deliver our engagement tools to a global audience. This role focuses on planning, executing, testing, and delivering all sorts 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

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

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 law. We thank all applicants for applying; however, only those selected to interview will be contacted.