JOB POSTING TITLE

Level 3 Support Engineer

PAY RANGE

$86,380-$160,420

SUMMARY

We are pioneers in our field and relentless in our pursuit of excellence. Aristocrat is an ideas company at heart, which means innovation is embedded into every aspect of our business. Whether we are designing sleek new cabinets, premium game content or award-winning systems, we apply fresh thinking and creativity to deliver the world's greatest gaming experience, every day. With cool new titles, such as Game of Thrones TM, Sons of Anarchy and Lightning Link along with our award-winning app Heart of Vegas, we are continually pushing the bar of creativity.

WHAT YOU'LL DO

As a Level 3 Support Engineer, you will be the liaison between our customer support and DevOps/Engineering staff. You will be instrumental in supporting our new division which is about to launch exciting new products.  Our technical stack uses VMware Virtual Cloud Director and Nutanix as our platforms, and on top of these are predominantly Kubernetes based with Mongo as our data store. We use New Relic and Prometheus/Grafana for our dashboards and monitoring.

WHAT WE'RE LOOKING FOR

JOB REQUIREMENTS (WHAT YOU’LL DO)

• Accurately classifying and troubleshooting issues

• Maintaining Service Level Agreements (SLA) on tickets

• Following Incident Response protocols and helping to guide the response plan

• Documenting support-related processes and procedures (SOP)

• Escalating issues that cannot be resolved to the appropriate DevOps/Engineering staff

• Establishing and maintaining relationships with teammates, and internal departments

• Contributing to the constant improvement of yourself, your team, and the software support process as a whole

• Identifying automation opportunities and working closely with the team towards automating these

QUALIFICATIONS (WHAT WE ARE LOOKING FOR)

• Bachelor’s degree or equivalent years of experience

• 3+ years of troubleshooting/support experience

• Must have strong analytical and creative problem-solving skills

• Must have strong communication skills and be able to work with a team

• Ability to drive discussions towards conclusions

• Articulate and should be able to express ideas and issues without inhibitions

WHY ARISTOCRAT?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

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 regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V

• World Leader in Gaming Entertainment

• Robust benefits package

• Global career opportunities

OUR VALUES

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

At Aristocrat, our mission is to bring joy to life through the power of play. Headquartered in Las Vegas, we have offices throughout the US in Austin, Nashville, Seattle, Reno, Atlanta, and more!

Our values are rooted in creativity and technology and we have a rich history of innovation that has shaped our industry over many decades. From our global firsts, to our exploration of new and emerging markets, there is one thing that remains consistent…

We. Love. To. Play.

Licensed in around 300 gaming jurisdictions, operating in over 90 countries and offering a unique blend products and services, Aristocrat is proud to be a global games powerhouse.