Tier 2 Support Engineer

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!

What You'll Do

• 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.

What We're Looking For

• 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 is an Australia-based entertainment and content-creation company powered by technology to deliver world-leading mobile and casino games, entertaining millions of people across the globe daily. Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness), and regulated online real-money gaming (Aristocrat Interactive). Our team of over 7,300 employees worldwide is united by our company's mission to bring joy to life through the power of play.
Aristocrat Interactive
Aristocrat Interactive is a regulated online real money gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together. The company is an industry leader in content and technology solutions for online RMG, offering a comprehensive suite of services that includes content, proprietary technology platforms, and a range of services across iLottery, iGaming, and online sports betting (OSB).
We celebrate diversity and do not discriminate based on gender, race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law. Diversity and inclusion are integral to our values of Talent Unleashed, Collective Brilliance, Good Business, Good Citizen, and It’s All About the Player.
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.
Compensation Philosophy
We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.
Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.
Specific details about compensation and benefits for this position will be discussed during the recruitment process.