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, prioritized, 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.
Travel ExpectationsNone
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 InformationAt 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.
