{"id":2155407,"url":"https://alion.io/job/brightstar-lottery-product-support-representative-ii","title":"Product Support Representative II","company":{"id":1975675,"name":"Brightstar Lottery","domain":"brightstarlottery.com","url":"https://alion.io/company/brightstarlottery","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":19500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Dynatrace","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"Linux","optional":false},{"name":"Nagios","optional":false},{"name":"SQL","optional":false},{"name":"Unix","optional":false}],"status":"live","first_seen_at":"2026-10-06T00:00:00Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-11-05T18:19:32Z","board_verified":true,"closed_at":null,"days_open":31,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":31},"description":"Brightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility. Brightstar has approximately 6,000 employees. For more information, please visit www.brightstarlottery.com.\nOverview\nThe Product Support team plays a critical role in ensuring the stability and continuity of production systems.\nThe role is intended for professionals who provide operational support under supervision, follow defined procedures, and continuously build technical and functional expertise.\nResponsibilities\nMonitoring and Operational Support\nSupport the monitoring of production systems to ensure system availability and stability.\nUse monitoring tools such as Nagios, ELK, Dynatrace, Grafana, or similar tools, following defined processes and runbooks.\nIdentify and report system anomalies or performance issues to senior support teams.\nIncident Management\nHandle incident tickets of low to medium complexity related to Production application issues and File transmission issues\nPerform initial troubleshooting and escalate incidents when required.\nParticipate in Sev1 and Sev2 bridge calls as a support resource, under guidance from senior team members.\nWork in compliance with defined Service Level Agreements (SLAs).\nUpdate and manage tickets using tools such as Jira, Salesforce, or other ticketing systems.\nCollaboration\nWork closely with internal technology teams (Application, Infrastructure, Operations) following established procedures.\nSupport coordination with external vendors when required.\nDocumentation and Reporting\nUpdate ticket notes and operational documentation accurately.\nAssist in collecting data for system performance and incident reports.\nSupport the preparation of customer incident reports under supervision.\nRequired Technical Skills\nBasic knowledge of Unix/Linux operating systems.\nBasic understanding of SQL queries.\nFamiliarity with file transfer mechanisms (FTP, SFTP or similar).\nWillingness to learn monitoring tools and production support processes.\nUnderstanding of cloud computing concepts, including basic cloud setup and infrastructure (VMs, storage, networking fundamentals)\nRequired Soft Skills\nProblem Solving\nBasic analytical skills to identify and troubleshoot issues.\nAbility to follow troubleshooting steps and operational procedures.\nAbility to multitask in an operations support environment.\nCommunication\nGood verbal and written communication skills.\nAbility to clearly report technical issues to senior team members.\nAbility to interact professionally in a global support environment.\nAdaptability\nWillingness to work in a 24x7 shift model.\nWillingness to work on holidays as part of 24x7, 365-day support.\nOpenness to learning new technologies, tools, and processes.\nQualifications\nBachelor’s degree in any discipline \n3-5 years’ experience in similar roles\nSuccess Profile\nLeading Complexity\nLeading People\nLeading the Business\nLeading Self\n#LI-JB1 #LI-Hybrid\nBrightstar is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. Brightstar is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.\nAll Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.\nFor more information, please visit www.brightstarlottery.com.","description_format":"text","description_chars":4502,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Pakistan","iso":"PK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Sales & Marketing"],"lifecycle":[{"event":"open","at":"2026-10-09T06:32:34Z"}],"visa":[],"liveness":{"score":42,"band":"fade","label":"Fading","p_open":1,"p_active":0.767,"p_room":0.55,"age_days":30,"expected_fill_days":25,"reasons":["conf:5","velocity","win:tail"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/brightstar-lottery-product-support-representative-ii","json_url":"https://alion.io/job/brightstar-lottery-product-support-representative-ii.json","meta":{"generated_at":"2026-11-06T02:52:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4885,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1975675},"rest":"https://alion.io/mcp/rest/get_company?id=1975675"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbrightstar-lottery-product-support-representative-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbrightstar-lottery-product-support-representative-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbrightstar-lottery-product-support-representative-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/brightstar-lottery-product-support-representative-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbrightstar-lottery-product-support-representative-ii"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2155407}},{"tool":"search_jobs","arguments":{"company":"brightstarlottery.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2155407},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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