Tier 2 Support Engineer

Aristocrat is a company from Australia that creates technology-based games and entertainment content, from mobile games to casino games, used daily by millions worldwide. It operates in three areas: land-based gaming (Aristocrat Gaming), social casino (Product Madness), and regulated real-money online gaming (Aristocrat Interactive). Aristocrat Interactive, established in 2024, is a leader in technology and content delivery for online regulated gaming markets including iLottery, iGaming, and online sports betting. The team consists of over 7,300 people united by a mission to deliver joy through play.

• Experience in Tier 2/L2 technical support in software, SaaS, gaming, or multi-layered systems
• Good knowledge of computer networks including TCP/IP, ports, and protocols
• Experience with Linux systems
• Familiarity with ticketing systems and operational dashboards
• Experience with Confluence and Jira
• Knowledge of monitoring and alerting tools such as Grafana and Prometheus is a plus
• Basic DevOps skills and experience with automation or scripting
• Understanding of incident management processes and working under SLA conditions
• Problem-solving orientation and ability to identify root causes
• Calm and organized work style during incidents
• Clear and organized communication, both technical and non-technical
• Responsibility from analysis to resolution
• Ability to prioritize tasks and make decisions
• Team-oriented mindset with good cooperation among Support, Engineering, and Operations teams

• Provide Tier 2 technical support to clients and partners via platforms such as Zendesk and email, diagnosing and resolving production issues
• Analyze symptoms, logs, alerts, and system behavior to identify root causes of problems
• Configure production and pre-production systems in collaboration with DevOps and development teams
• Collaborate with operations and product teams on the implementation of new solutions
• Analyze problems related to video transmission technologies
• Monitor systems and respond quickly to alerts
• Create and update technical documentation and runbooks
• Escalate complex issues to Engineering/DevOps teams with full technical context
• Perform basic database analysis
• Analyze logs and troubleshoot issues in real-time systems

This role is subject to mandatory background checks and regulatory approvals. Employment may require criminal background checks, fingerprinting, and obtaining licenses or registrations with relevant gaming regulatory bodies. Aristocrat operates in a highly regulated environment with licenses in over 340 gaming jurisdictions worldwide. Compliance requires disclosure of personal and background information to government authorities and gaming regulators. This is mandatory for obtaining gaming licenses. Currently, the company does not provide work visa sponsorship; candidates must have authorization to work full-time in the country of hiring without current or future visa sponsorship.