Tier 2 Support Engineer
As a Tier 2 Support Engineer, you will play a crucial role in delivering flawless technical support to our operators and partners, ensuring outstanding customer happiness. This role is vital to our mission of providing world-class gaming experiences and maintaining the high standards our players have come to expect. Joining our ambitious team means you'll be part of a dynamic environment where innovation and collaboration drive success. If you're determined to make an impact and thrive in a fast-paced setting, this opportunity is for you!
- 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.
- 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.
- Robust benefits package
- Global career opportunities
Aristocrat Leisure Limited is an Australian gaming and technology company and one of the world's largest providers of gambling products. Listed on the Australian Securities Exchange and headquartered in Sydney, it designs and manufactures electronic gaming machines and casino-management systems, and runs sizeable online real-money gaming (Aristocrat Interactive) and mobile games (Pixel United) businesses. Founded in 1953, the group employs more than 7,000 people across over 20 locations worldwide. It is the largest gaming-machine manufacturer in Australia and among the biggest slot-machine makers globally.