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About the Role
As a Technical Support Engineer at Aristocrat, you will play a crucial role in ensuring the flawless performance and reliability of our gaming systems. This position is ideal for someone passionate about solving complex technical challenges and supporting a world-class team in the gaming industry.
Responsibilities
- Manage and prioritize incoming support tickets from casino operators based on 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, and escalate complex problems with clear findings and proposed solutions to senior engineers.
- Collaborate with the engineering group to manage the delivery of bug fixes, patches, and enhancements, ensuring issues are recorded, prioritized, and addressed promptly.
- Contribute to platform reliability by identifying patterns across tickets and escalating underlying engineering issues.
- Build and maintain a structured knowledge base of known issues, root causes, resolutions, and workarounds.
- Continuously improve support documentation for better knowledge capture, searchability, and accessibility.
- Communicate issue status, timelines, and resolution outcomes clearly with external customers.
Requirements
- More than 2 years of experience in technical support engineering, software engineering, or application support.
- Ability to read, understand, and debug code, tracing issues through application logic.
- Ability to write and interpret database queries; familiarity with SQL.
- 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.
- Ability to work within defined procedures while exercising good judgment on when to escalate issues.
- Cooperative attitude and readiness to partner closely with engineering groups.
- Must be authorized to work in the job posting location without the need for current or future visa sponsorship.
Skills
- Technical Analysis
- Log Examination
- Database Querying
- SQL
- Python Scripting
- Node.js Scripting
- Linux Environments
- Jira
- Analytical Skills
- Troubleshooting
- Written Communication
- Verbal Communication
Location
- Onsite
Work Type
- Full-time
Experience Level
- Mid-level
Salary/Compensations
- $62,300 - $115,700 per year
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Paid time off
- 401(k) plan with employer matching
About the Company
- 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 millions who love to play our casino and mobile games.
- We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability.
- We are 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.
- Global career opportunities
Equal Opportunity
- 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