Technical Supp Eng V

Responsibilities

The Technical Support Engineer V serves as a senior technical authority within L3 RGS Global Operations, providing advanced, hands-on application support for IGT's RGS platform. This position acts as a subject-matter expert (SME) for assigned product domains and is responsible for resolving highly complex, code-level issues across a microservices-based, multi-vendor, globally distributed environment.

• Serve as the technical SME for one or more core product domains, including promotional tools, core platform functionality, game engines, integration layers, and customizations.
• Independently diagnose and resolve complex, multi-system issues across application, integration, platform, and data layers, including code-level investigation across Java back-end and JavaScript/HTML front-end applications and event flows.
• Act as a senior escalation point for incidents that exceed generalist L3 support capabilities by forming and testing hypotheses, analyzing technical evidence, and isolating root causes under production conditions.
• Partner directly with core platform engineering to reproduce complex issues, identify failing components, provide complete and reproducible technical context, and validate permanent fixes.
• Trace and analyze API and integration flows using application code, technical documentation, and flow diagrams. Build or enhance scripts, queries, and diagnostic tools as needed to improve investigation and resolution.
• Perform log-driven investigations using OpenSearch/DQL or similar technologies and leverage platform data to support incident analysis, decision-making, and technical solutions.
• Lead root-cause analysis and problem-management activities, partnering with engineering to define corrective actions and reduce issue recurrence, customer impact, and mean time to resolution (MTTR).
• Create and maintain specialist runbooks, debugging playbooks, troubleshooting guides, knowledge articles, and diagnostic tools to improve the consistency and efficiency of technical support.
• Mentor and support other technical support engineers through case reviews, technical documentation, knowledge sharing, and coaching on investigation methodologies.
• Support operational readiness for new features, functionality, integrations, markets, migrations, and platform changes by validating expected behavior, identifying operational risks, and supporting successful rollout and handover.
• Partner with Product Management, Engineering, and wider operational teams to support the delivery of new functionality across promotional tools, game engines, and core platform capabilities.
• Maintain a high level of technical ownership within assigned product domains and promote continuous improvement across the support organization.

Qualifications

Education Required

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related technical discipline, or equivalent relevant professional experience.

Experience Required

• 10 years of work related experience is required.
• Extensive hands-on experience in senior technical application support, software engineering, integration/delivery, or a related technical role supporting business-critical, customer-facing platforms.
• Demonstrated experience diagnosing complex issues across distributed, multi-system environments, including application, integration, platform, and data layers.
• Experience investigating application behavior at the code level and isolating and validating technical fixes in production environments.
• Experience with API and system integrations and the ability to determine system behavior using application code, technical documentation, and flow diagrams.
• Experience performing root-cause analysis and supporting incident and problem-management processes.

Skills Required

• Strong development-level proficiency with Java for back-end applications.
• Strong knowledge of JavaScript and HTML, including the ability to understand and debug front-end application and event flows.
• Strong understanding of APIs and integration flows. Experience designing, developing, or extending APIs is a plus.
• Strong Linux server knowledge and scripting skills, including the ability to develop or adapt diagnostic tools.
• Experience with log-driven troubleshooting and analysis; knowledge of OpenSearch, DQL, or equivalent query tools is preferred.
• Ability to use technical and operational data effectively when investigating incidents and determining solutions.
• Strong understanding of operational risk and the impact of changes within business-critical production environments.
• Excellent analytical, troubleshooting, and problem-solving skills with the ability to independently investigate highly complex technical issues.
• Excellent written and verbal communication skills, including the ability to create clear, evidence-based incident narratives and high-quality technical documentation.
• Ability to collaborate effectively with Engineering, Product Management, Operations, and globally distributed technical teams.
• Ability to mentor and provide technical guidance to less-experienced support engineers.
• Ability and willingness to provide occasional out-of-hours support for major incidents as required.

Preferred Qualifications

• Experience within iGaming, casino gaming, or another regulated real-money platform environment.
• Experience supporting multi-vendor, microservices-based architectures and game/content platforms, including game engines, Remote Game Servers (RGS), and Player Account Management (PAM) integrations.
• Experience developing integrations, adapters, reverse integrations, or front-end and back-end customizations.
• Experience working within globally distributed or follow-the-sun technical support environments.
• Experience mentoring, coaching, or providing technical leadership to other support engineers.

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

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