Tier 2 Support Engineer

Aristocrat is an Australia-based entertainment and content-creation company delivering world-leading mobile and casino games. Aristocrat Interactive is a regulated online real money gaming business formed in 2024 by the merger of Anaxi and NeoGames businesses, offering content, proprietary technology platforms, and services across iLottery, iGaming, and online sports betting. The company employs over 7,300 people worldwide.

• Proven experience in Tier 2/L2 technical support within software, SaaS, gaming, or multi-discipline systems.
• Solid understanding of computer networks and configurations (TCP/IP, ports, protocols).
• Experience working with Linux-based systems.
• Familiarity with ticketing systems and operational dashboards.
• Experience with Confluence/Jira.
• Experience with monitoring and alerting tools (Grafana, Prometheus) is a strong advantage.
• Basic DevOps exposure and experience with automation or scripting.
• Understanding of incident management and settings where service level agreements guide processes.
• Strong problem-solving mentality, focusing on root causes.
• Ability to work calmly and methodically under pressure during live incidents.
• Clear, structured written communication with both technical and non-technical collaborators.
• Strong ownership approach, taking responsibility from investigation through resolution.
• Ability to prioritize tasks and make decisions.
• Team-oriented approach with effective collaboration across Support, Engineering, and Operations.

• Deliver Tier 2 technical assistance to operators and partners through Zendesk and emails by diagnosing and fixing production problems.
• Analyze symptoms, logs, alerts, and system behavior to identify and address issues.
• Set up and configure production and pre-production systems, working closely with DevOps and development teams.
• Collaborate with operations and product teams for seamless product rollout.
• Investigate issues related to video broadcasting technologies.
• Monitor systems and respond to alerts promptly.
• Build, update, and maintain technical documentation and runbooks.
• Advance complex or unresolved issues to Engineering/DevOps with clear technical context and evidence.
• Perform basic database-level analysis.
• Analyze logs and troubleshoot production issues in real-time systems.

• This role is subject to mandatory background screening and regulatory approvals, including possible registration with the Nevada Gaming Control Board and other gaming jurisdictions.
• Candidates must be authorized to work in the job location without the need for visa sponsorship.
• Employment requires disclosure of personal and background information to gaming regulatory bodies as a condition of gaming licenses.