Senior Application Support Engineer

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Role Overvie

As a Senior Application Support Engineer (Level 5), you are the most senior technical authority below management within L3 RGS Global Operations - a hands-on specialist who resolves the most complex, code-level issues across the IGT RGS platform. You sit within a dedicated subject-matter-expert (SME) team that goes deeper than generalist application support, and you are expected to own a defined area of the product at genuine expert level.

This role exists because the platform’s architectural, integration and delivery complexity now demands engineers who can investigate at a code level - reading and reasoning about the application’s behaviour directly, not just its symptoms - and who can work shoulder to shoulder with core platform engineering on the most complex faults. Your development background is central to the role: the same skills used to build adapters, integrations and customisations are exactly what allow you to debug them precisely under production conditions.

You will act as the escalation destination for incidents the generalist L3 teams cannot resolve, partner directly with engineering to drive permanent fixes, and raise the technical quality of the wider support organisation through the evidence, tooling and documentation you produce - in a microservices-based, multi-vendor, globally distributed environment.

You will assist with operational delivery of new features and functionality across promotional tools, game engines and core functionality. Working with the wider operational teams and directly with product management and engineering you will ensure new features meet operational requirements and wider operational teams are ready to adapt and implement and support these features.

What You’ll Do

• 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.

Qualifications:

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related technical discipline, or equivalent relevant professional experience.

Experience Required

• 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.

Skills Required

• 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. Experience designing, developing, or extending APIs is a plus.
• Strong Linux server knowledge and scripting skills, including the ability to develop or adapt diagnostic tools.
• Experience with log-driven troubleshooting and analysis; knowledge of OpenSearch, DQL, or equivalent query tools is preferred.
• 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.

Preferred Qualifications

• 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.

Success Measures - What Good Looks Like

• Recognised as the go-to SME for your assigned product domain(s), trusted by both generalist L3 and core platform engineering.
• Consistent, high-quality resolution of complex incidents that the generalist teams cannot resolve alone.
• A measurable contribution to reduced recurrence and MTTR for the hardest classes of problem within your domains.
• A growing body of specialist documentation and diagnostic tooling that demonstrably speeds up resolution across the wider support organisation.

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Why join IGT?

At IGT, our greatest competitive advantage is our people. We take ownership, work with urgency, act with integrity, stay curious, and create value for our customers and each other. Join us and help shape what's next.

IGT is committed to fostering a diverse, equitable, and inclusive workplace that reflects the global communities and customers we serve. We strive to create an environment where all employees feel valued, respected, and empowered.

IGT is an equal opportunity employer. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion or belief, sex, sexual orientation, gender identity, age, national origin, disability, or any other characteristic protected by applicable law. This commitment applies to all employment practices, including recruitment, hiring, promotion, compensation, benefits, training, and termination.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.