Technical Support Engineer

Aristocrat; Austin (TX); On-site; USD 80,000 - 110,000; Full time

Job summary

Aristocrat is seeking a Technical Support Engineer in Austin to guarantee flawless performance of our gaming systems. You will diagnose issues across applications, systems, and data, tracing root causes through logs and queries.

You will write scripts for automation and collaborate with engineers to deliver fixes and improvements. The role emphasizes analytical thinking, strong communication, and teamwork, with a focus on reliability, documentation, and effective external customer engagement.

Qualifications

• 2+ years in technical support engineering, software engineering, or application support.
• Able to read, understand, and debug code across the stack.
• Able to write and interpret SQL queries to investigate data issues.
• Hands-on scripting in Python and/or Node.js for automation or tooling.
• Comfortable working in Linux environments for log analysis and operations.

Responsibilities

• Manage and prioritize incoming support tickets from casino operators by severity.
• Diagnose application, system, and data issues through hands-on analysis.
• Identify root causes by examining logs, DB queries, and code paths.
• Implement fixes or workarounds and escalate complex problems with proposed solutions.
• Collaborate with engineering to deliver bug fixes, patches, and enhancements.
• Contribute to platform reliability by spotting patterns and addressing underlying issues.
• Build and maintain a knowledge base of known issues and resolutions.
• Improve support documentation for faster issue resolution and consistency.

Skills

Analytical thinking

Troubleshooting

Clear communication

Team collaboration

Code comprehension

Tools

Jira

SQL

Python

Node.js

Linux

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 escalate.
• 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.

Esta descripción del puesto puede haber sido revisada y optimizada mediante herramientas de inteligencia artificial con el fin de mejorar su claridad, coherencia e inclusión. En cualquier caso, todo el contenido final, los requisitos del puesto y las decisiones de contratación están sujetos a la revisión y aprobación de Aristocrat.

Filosofía de compensación

Ofrecemos un paquete integral de remuneración y beneficios diseñado para seguir siendo competitivo en el mercado, apoyar tu bienestar y reconocer tu contribución a nuestro éxito. Nuestro enfoque se basa en una filosofía de remuneración por desempeño, recompensando el impacto individual. Tu paquete de compensación específico se determinará en función de factores como tus habilidades, experiencia, cualificaciones y ubicación.

Dependiendo de tu puesto y ubicación, podrás optar a bonificaciones e incentivos anuales, beneficios de salud y bienestar, tiempo libre remunerado, planes de jubilación, cobertura de seguros y otros beneficios locales o establecidos por la legislación aplicable.

Los detalles específicos sobre la compensación y los beneficios para este puesto se tratarán durante el proceso de selección.