Description
As a Tier 2 Support Engineer at Aristocrat Interactive, you will play a crucial role in delivering flawless technical support to our operators and partners, ensuring outstanding customer happiness. This role is vital to our mission of providing world-class gaming experiences and maintaining the high standards our players have come to expect.
In this position, you will deliver Tier 2 technical assistance to operators and partners through Zendesk and emails by diagnosing and fixing production problems. You will also analyze symptoms, logs, alerts, and system behavior to identify and address issues. Additionally, you will set up and configure production and pre-production systems, working closely with DevOps and development teams.
Key responsibilities include collaborating with operations and product teams for seamless product rollout, investigating issues related to video broadcasting technologies, monitoring systems and responding to alerts promptly, building, updating, and maintaining technical documentation and runbooks, advancing complex or unresolved issues to Engineering/DevOps with clear technical context and evidence, and performing basic database-level analysis.
To succeed in this role, you will need proven experience in Tier 2/L2 technical support within software, SaaS, gaming, or multi-discipline systems. You should have a solid understanding of computer networks and configurations (TCP/IP, ports, protocols), experience working with Linux-based systems, familiarity with ticketing systems and operational dashboards, and experience with Confluence/Jira.
Strong problem-solving skills, a calm and methodical approach under pressure, and clear, structured written communication with both technical and non-technical collaborators are essential. You should also be able to prioritize tasks and make decisions, and have a team-oriented approach with effective collaboration across Support, Engineering, and Operations.