Technical Support Engineer

GamblingCareers.com; Austin (TX); On-site; USD 85,000 - 125,000; Full time

Job summary

Aristocrat in Austin seeks a Technical Support Engineer to ensure flawless performance and reliability of our gaming systems. You will handle real-time support tickets, diagnose issues, and work with a world-class team to deliver robust solutions.

The role emphasizes debugging, data analysis, and scripting, with collaboration across engineering. You will help build a knowledge base and improve documentation to shorten resolution times.

Qualifications

• 2+ years in technical support, software engineering, or application support.
• Ability to read, understand, and debug code to trace issues.
• Ability to write and interpret SQL queries to investigate data issues.
• Hands-on experience writing scripts in Python and/or Node.js for automation or tooling.
• Comfortable working in Linux environments for log investigation and operational tasks.
• Experience managing support workflows in Jira or similar ticketing tools.
• Strong analytical and troubleshooting skills.
• Clear written and verbal communication skills, with confidence engaging directly with external customers.
• Able to work within defined procedures while exercising good judgement on when to bring up issues.
• Cooperative attitude and readiness to partner closely with engineering groups to ensure issues are fully addressed.

Responsibilities

• Manage and prioritise incoming support tickets from casino operators, prioritising by severity and business impact.
• Diagnose and investigate application, system, and data issues through hands‑on technical analysis.
• Identify root causes by examining logs, querying databases, and tracing issues through the codebase and system architecture.
• Implement fixes and workarounds directly where appropriate, and bring up complex problems to senior engineers with clear findings and well‑formed proposed solutions.
• Collaborate with the wider engineering group to manage the delivery of bug fixes, patches, and enhancements. Make sure issues are recorded, prioritised, and addressed promptly.
• Contribute to platform reliability by identifying patterns across tickets and bringing up underlying engineering issues before they escalte.
• Build and maintain a structured knowledge base of known issues, root causes, resolutions, and workarounds. This makes it easier for the team to resolve issues faster over time and reduces repeat effort.
• Continuously improve support documentation so that institutional knowledge is captured, searchable, and accessible to the whole team.
• Communicate clearly with external customers on issue status, encouraged timelines, and resolution outcomes.

Skills

Tech support

Code debugging

SQL queries

Python scripts

Node.js

Linux

Jira

Analytical thinking

Customer communication

Engineering collaboration

Tools

Jira

Job description

At Aristocrat, our commitment is to bring happiness to life through the power of play. As a leading global company in gaming content and technology, we excel in providing outstanding performance and inventive solutions. Join our vibrant team and become part of an ambitious community that values creativity and teamwork. As a Technical Support Engineer, you'll have the opportunity to create a significant impact by guaranteeing flawless performance and reliability of our gaming systems. This role suits someone enthusiastic about tackling complex problems and supporting a world-class support team. This is your chance to be part of a proven team competing at the highest level!

What You'll Do

• Manage and prioritise incoming support tickets from casino operators, prioritising by severity and business impact.
• Diagnose and investigate application, system, and data issues through hands‑on technical analysis.
• Identify root causes by examining logs, querying databases, and tracing issues through the codebase and system architecture.
• Implement fixes and workarounds directly where appropriate, and bring up complex problems to senior engineers with clear findings and well‑formed proposed solutions.
• Collaborate with the wider engineering group to manage the delivery of bug fixes, patches, and enhancements. Make sure issues are recorded, prioritised, and addressed promptly.
• Contribute to platform reliability by identifying patterns across tickets and bringing up underlying engineering issues before they escalte.
• Build and maintain a structured knowledge base of known issues, root causes, resolutions, and workarounds. This makes it easier for the team to resolve issues faster over time and reduces repeat effort.
• Continuously improve support documentation so that institutional knowledge is captured, searchable, and accessible to the whole team.
• Communicate clearly with external customers on issue status, encouraged timelines, and resolution outcomes.

What We're Looking For

• More than 2 years of experience working in technical support engineering, software engineering, or application support roles.
• Ability to read, understand, and debug code - comfortable tracing an issue through application logic to find where things break.
• Ability to write and interpret database queries to investigate data issues; familiarity with SQL is a strong foundation for this role.
• Hands‑on experience writing scripts in Python and/or Node.js for automation or tooling.
• Comfortable working in Linux environments for log investigation and operational tasks.
• Experience managing support workflows in Jira or similar ticketing tools.
• Strong analytical and troubleshooting skills - capable of systematically working through a problem to identify its root cause.
• Clear written and verbal communication skills, with confidence engaging directly with external customers.
• Able to work within defined procedures while exercising good judgement on when to bring up issues.
• Cooperative attitude and readiness to partner closely with engineering groups to ensure issues are fully addressed.

Compensation Philosophy

We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.

Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.

Specific details about compensation and benefits for this position will be discussed during the recruitment process.