Technical Supp Eng V

IGT, a Nevada Corporation•Austin, TX

46d•Remote

About The Position

The Technical Support Engineer V serves as a senior technical authority within L3 RGS Global Operations, providing advanced, hands-on application support for IGT's RGS platform. This position acts as a subject-matter expert (SME) for assigned product domains and is responsible for resolving highly complex, code-level issues across a microservices-based, multi-vendor, globally distributed environment. Serve as the technical SME for one or more core product domains, including promotional tools, core platform functionality, game engines, integration layers, and customizations. Independently diagnose and resolve complex, multi-system issues across application, integration, platform, and data layers, including code-level investigation across Java back-end and JavaScript/HTML front-end applications and event flows. Act as a senior escalation point for incidents that exceed generalist L3 support capabilities by forming and testing hypotheses, analyzing technical evidence, and isolating root causes under production conditions. Partner directly with core platform engineering to reproduce complex issues, identify failing components, provide complete and reproducible technical context, and validate permanent fixes. Trace and analyze API and integration flows using application code, technical documentation, and flow diagrams. Build or enhance scripts, queries, and diagnostic tools as needed to improve investigation and resolution. Perform log-driven investigations using OpenSearch/DQL or similar technologies and leverage platform data to support incident analysis, decision-making, and technical solutions. Lead root-cause analysis and problem-management activities, partnering with engineering to define corrective actions and reduce issue recurrence, customer impact, and mean time to resolution (MTTR). Create and maintain specialist runbooks, debugging playbooks, troubleshooting guides, knowledge articles, and diagnostic tools to improve the consistency and efficiency of technical support. Mentor and support other technical support engineers through case reviews, technical documentation, knowledge sharing, and coaching on investigation methodologies. Support operational readiness for new features, functionality, integrations, markets, migrations, and platform changes by validating expected behavior, identifying operational risks, and supporting successful rollout and handover. Partner with Product Management, Engineering, and wider operational teams to support the delivery of new functionality across promotional tools, game engines, and core platform capabilities. Maintain a high level of technical ownership within assigned product domains and promote continuous improvement across the support organization.

Requirements

Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related technical discipline, or equivalent relevant professional experience.
10 years of work related experience is required.
Extensive hands-on experience in senior technical application support, software engineering, integration/delivery, or a related technical role supporting business-critical, customer-facing platforms.
Demonstrated experience diagnosing complex issues across distributed, multi-system environments, including application, integration, platform, and data layers.
Experience investigating application behavior at the code level and isolating and validating technical fixes in production environments.
Experience with API and system integrations and the ability to determine system behavior using application code, technical documentation, and flow diagrams.
Experience performing root-cause analysis and supporting incident and problem-management processes.
Strong development-level proficiency with Java for back-end applications.
Strong knowledge of JavaScript and HTML, including the ability to understand and debug front-end application and event flows.
Strong understanding of APIs and integration flows.
Strong Linux server knowledge and scripting skills, including the ability to develop or adapt diagnostic tools.
Experience with log-driven troubleshooting and analysis.
Ability to use technical and operational data effectively when investigating incidents and determining solutions.
Strong understanding of operational risk and the impact of changes within business-critical production environments.
Excellent analytical, troubleshooting, and problem-solving skills with the ability to independently investigate highly complex technical issues.
Excellent written and verbal communication skills, including the ability to create clear, evidence-based incident narratives and high-quality technical documentation.
Ability to collaborate effectively with Engineering, Product Management, Operations, and globally distributed technical teams.
Ability to mentor and provide technical guidance to less-experienced support engineers.
Ability and willingness to provide occasional out-of-hours support for major incidents as required.

Nice To Haves

Experience designing, developing, or extending APIs is a plus.
knowledge of OpenSearch, DQL, or equivalent query tools is preferred.
Experience within iGaming, casino gaming, or another regulated real-money platform environment.
Experience supporting multi-vendor, microservices-based architectures and game/content platforms, including game engines, Remote Game Servers (RGS), and Player Account Management (PAM) integrations.
Experience developing integrations, adapters, reverse integrations, or front-end and back-end customizations.
Experience working within globally distributed or follow-the-sun technical support environments.
Experience mentoring, coaching, or providing technical leadership to other support engineers.

Responsibilities

Serve as the technical SME for one or more core product domains, including promotional tools, core platform functionality, game engines, integration layers, and customizations.
Independently diagnose and resolve complex, multi-system issues across application, integration, platform, and data layers, including code-level investigation across Java back-end and JavaScript/HTML front-end applications and event flows.
Act as a senior escalation point for incidents that exceed generalist L3 support capabilities by forming and testing hypotheses, analyzing technical evidence, and isolating root causes under production conditions.
Partner directly with core platform engineering to reproduce complex issues, identify failing components, provide complete and reproducible technical context, and validate permanent fixes.
Trace and analyze API and integration flows using application code, technical documentation, and flow diagrams. Build or enhance scripts, queries, and diagnostic tools as needed to improve investigation and resolution.
Perform log-driven investigations using OpenSearch/DQL or similar technologies and leverage platform data to support incident analysis, decision-making, and technical solutions.
Lead root-cause analysis and problem-management activities, partnering with engineering to define corrective actions and reduce issue recurrence, customer impact, and mean time to resolution (MTTR).
Create and maintain specialist runbooks, debugging playbooks, troubleshooting guides, knowledge articles, and diagnostic tools to improve the consistency and efficiency of technical support.
Mentor and support other technical support engineers through case reviews, technical documentation, knowledge sharing, and coaching on investigation methodologies.
Support operational readiness for new features, functionality, integrations, markets, migrations, and platform changes by validating expected behavior, identifying operational risks, and supporting successful rollout and handover.
Partner with Product Management, Engineering, and wider operational teams to support the delivery of new functionality across promotional tools, game engines, and core platform capabilities.
Maintain a high level of technical ownership within assigned product domains and promote continuous improvement across the support organization.