Technical Supp Eng V

IGT
, where innovation meets entertainment on a global scale! From the casino floor to your mobile screen,
we deliver thrilling, responsible, and unforgettable gaming experiences
—powered by world‑class content
, strong technical and commercial capabilities and nurtured by a culture of collaboration, accountability, and ownership.

Whether it’s spinning reels, placing bets, or enabling secure payments, we turn innovation into impact through disciplined execution and long‑term value creation. With a team of over 6,000 employees across 30+ countries and products delivered in more than 100 jurisdictions worldwide
, we operate at scale while staying closely connected to customers we serve. If you’re ready to bring your talent to a team shaping the future of entertainment, your next big move starts here - .

The Technical Support Engineer V serves as a senior technical authority within L3 RGS Global Operations, providing advanced, hands‑on application support for IGT's RGS platform. This position acts as a subject‑matter expert (SME) for assigned product domains and is responsible for resolving highly complex, code‑level issues across a microservices‑based, multi‑vendor, globally distributed environment.

• 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 Open Search/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.

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