Technical Support Engineer

Aristocrat; Austin (TX); On-site; USD 62,000 - 116,000; Full time

Benefits offered by this job

Health/dental/vision insurance

401(k) with employer matching

Paid time off

Job summary

Aristocrat in Austin, Texas is seeking a Technical Support Engineer to ensure flawless performance and reliability of our gaming systems. You will tackle complex problems and support a world-class team.

You will diagnose issues, read code, query databases, write automation scripts in Python/Node.js, and collaborate across engineering to deliver fixes and knowledge base improvements. This full-time role offers a robust benefits package, health/dental/vision insurance, 401(k) matching, and

Qualifications

• 2+ years in technical support engineering, software engineering, or application support roles.
• Able to read, understand, and debug code across application logic to locate failures.
• Proficient in writing and interpreting SQL queries to investigate data issues.
• Experience scripting in Python and/or Node.js for automation or tooling.
• Comfortable working in Linux environments for log analysis and operational tasks.
• Familiar with ticketing systems (e.g., Jira) to manage support workflows.
• Strong analytical and troubleshooting skills to identify root causes.
• Excellent written and verbal communication with customers.
• Ability to follow defined procedures while escalating issues when needed.

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 code and architecture.
• Implement fixes and workarounds, and escalate complex problems to senior engineers with clear findings.
• Collaborate with engineering to deliver bug fixes, patches, and enhancements with proper prioritisation.
• Improve platform reliability by identifying patterns across tickets and surfacing underlying issues.
• Build and maintain a knowledge base of known issues, root causes, resolutions, and workarounds.
• Improve support documentation for faster issue resolution across the team.
• Communicate issue status, timelines, and outcomes to external customers.

Skills

Code tracing

SQL queries

Python/Node.js scripting

Linux

Jira

Analytical troubleshooting

Clear communication

Customer engagement

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 escape.
• 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.

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We're a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. EEO M/F/D/V

• World Leader in Gaming Entertainment
• Robust benefits package
• Global career opportunities

Our Values

• All about the Player
• Talent Unleashed
• Collective Brilliance
• Good Business Good Citizen

Travel Expectations

None

Pay Range

$62,300 - $115,700 per year

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.

This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.

Additional Information

At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.