Application Support Engineer

Description

We are looking for an experienced Application Support Engineer to ensure the seamless operation and reliability of gaming applications and systems. In this role, you will focus on troubleshooting, monitoring, and resolving production issues while collaborating with cross-functional teams to maintain optimal system performance. As part of a long-term contract to hire position (6-month CTH), you will play a pivotal role in delivering a stable and enjoyable gaming experience. This role will be fully onsite in Las Vegas, NV.

Responsibilities:

Monitor live gaming applications to ensure they operate efficiently and maintain high availability.

Investigate and resolve incidents and service requests promptly while adhering to defined service level agreements.

Collaborate with development and operations teams to deploy updates, patches, and configuration changes effectively.

Perform root cause analyses on recurring issues and recommend solutions to prevent future occurrences.

Manage ticket queues, prioritize tasks, and provide regular status updates to stakeholders.

Support integrations, APIs, and backend services related to gaming systems.

Develop and maintain system documentation, troubleshooting guides, and operational runbooks.

Participate in on-call rotations to handle critical incidents and after-hours support.

Assist with managing system environments, coordinating releases, and ensuring smooth change control processes.

Deliver outstanding technical support to internal teams and external partners to resolve issues efficiently.

Requirements

Minimum of 3 years of experience in application support, production support, or a similar IT role.

Proven experience in supporting high-availability applications, preferably within gaming or entertainment industries including ACSC, Table Manager, Veridocs, Everi Compliance, GM Atlas, Poker Atlas, etc.

Strong troubleshooting capabilities, including proficiency with log analysis and monitoring tools like Splunk, AppDynamics, New Relic, or Grafana.

Familiarity with Windows and Linux operating systems, cloud platforms, and basic networking concepts.

Working knowledge of incident management systems such as ServiceNow or Jira.

Excellent communication skills and the ability to solve complex problems under pressure.

Strong attention to detail and the ability to manage multiple priorities in dynamic environments.

Expertise in Active Directory, Dell Technologies, Cisco Technologies, computer hardware, and application support.

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