Senior Support Specialist

Light & Wonder•Las Vegas, NV

About The Position

The Senior Support Specialist is responsible for project managing Customer Implementation and Support activities for L&W's Loyalty Marketing solution and platforms. This role will ensure timely and well-organized product implementations that meet or exceed customer expectations. The Senior Support Specialist will become a product SME, interfacing with, Product Management, Engineering, Training, and customer teams to support the setup and installation of technical systems, applications, and process designs for client-purchased or outsourced technology and business process solutions.

Requirements

Deep subject matter expertise in Gaming Systems products, especially Loyalty or Marketing modules.
Strong project management and organizational skills.
Experience in technical system setup and implementation.
Excellent communication and interpersonal skills in customer-facing environments.
Ability to work effectively with global teams and across time zones.
Proficiency in creating clear and effective product and process documentation.
Up to 40% travel as required.

Responsibilities

Manage the implementation and launch of Systems Gaming products and features.
Develop business and use cases and product launch plans.
Collaborate with cross-functional teams—including engineering, product, and sales—to support product delivery and adoption.
Create and maintain product documentation for internal and external stakeholders.
Apply project management skills to oversee implementation timelines and deliverables.
Engage with customers professionally, demonstrating strong customer-facing etiquette.
Coordinate with offshore teams and accommodate global working hours as needed.
Contribute to workforce planning by anticipating resource needs in collaboration with consulting and project teams.

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