Tier 2 Support Engineer

Responsibilities

• 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.

Requirements

• 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.
• About Us: Aristocrat and Aristocrat Interactive
• Aristocrat Interactive
• Travel Expectations
• Up to XX%
• Additional Information
• Depending on the nature of your role, you may be required to register with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.
• Why Aristocrat?
• We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardles

Benefits

Additional Information

At Aristocrat, we bring happiness to life through the power of play! 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!

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