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This is a Fully Remote Job
About Our Client:
The organization operates within the global gaming industry, providing entertainment and responsible gaming experiences across various channels and regulated segments such as lotteries, gaming machines, sports betting, and digital platforms. It addresses challenges in delivering engaging gaming solutions by leveraging content, innovation investment, player insights, operational expertise, and advanced technology. The company maintains a strong local presence and relationships with governments and regulators in over 100 countries, focusing on service, integrity, and responsibility, with approximately 10,500 employees.
About the Opportunity:
The TECHNICAL SUPPORT ENGINEER III will manage complex technical issues related to the Remote Gaming Server (RGS) within the iGaming sector. This role is crucial for maintaining operational stability, supporting customer concerns, and collaborating with product and development teams to implement features and changes without disrupting existing clients. The position supports new market requirements and ensures the smooth rollout of major RGS releases, thereby directly impacting customer satisfaction and revenue opportunities.
Responsibilities:
* Research, diagnose, and resolve technical issues within established operational SLAs.
* Follow standard procedures to address customer concerns and escalate appropriately.
* Provide detailed product information and document findings through knowledge base articles.
* Document, train, and communicate RGS process changes to customers and internal teams.
* Collaborate with product and development teams to assess operational impacts of RGS features and changes.
* Analyze customer business requirements related to regulatory changes.
* Lead resolution and impact management of major RGS changes/releases for customers.
Requirements:
* 2 to 5 years of casino operations experience with an emphasis on system knowledge.
* Strong analytical skills and ability to communicate complex ideas effectively.
* Experience with front-end debugging.
* Experience in a ticketing system environment, preferably JIRA.
* Intermediate Linux skills preferred.
* Knowledge of system architecture, integrations, and networking.
* Understanding of API data exchange (SOAP and REST) and XML.
* Preferred coding, development, or debugging experience with iOS or Android applications.
Pay Range and Compensation Package:
* Starting compensation range is $70,000 to $80,000 CAD, adjustable based on experience and other factors.
Benefits & Perks:
* Comprehensive benefits including medical, dental, vision, life, accident, and disability insurance.
* Registered Retirement Savings Plan (RRSP).
* Tuition reimbursement.
* Paid time off.
* Wellness programs.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.