Technical Support Engineer III

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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 costumers we serve. If you’re ready to bring your talent to a team shaping the future of entertainment, your next big move starts here - .

IGT is seeking an Application Support Engineer to support our casino customers throughout the United States on IGT's Table Manager (TM), Cage & Table Accounting (CTA), Table Drop, and related casino operations products. This role supports critical casino business functions including table games management, cage operations, revenue accounting, audits, reporting, regulatory compliance, table drop processing, chip inventory controls, and operational integrations with other IGT Advantage systems.

The ideal candidate will possess a combination of casino operational knowledge, technical troubleshooting skills, and customer service expertise. Experience supporting table games, cage operations, accounting processes, casino management systems, auditing functions, or enterprise applications is highly desirable.

• Provide technical support to field engineers, technicians, product specialists, and customers diagnosing, troubleshooting, repairing, and resolving issues involving Table Manager, Cage & Table Accounting, Table Drop, and related integrated systems.
• Manage incidents, service requests, enhancements, and problem records using approved support tools and processes.
• Ensure customer systems remain operational and that service disruptions are restored in a timely and efficient manner.
• Deliver exceptional customer support while adhering to established SLA response and restoration commitments.
• Analyze application issues, identify root causes, provide workarounds, and drive permanent resolutions through problem management processes.
• Support daily casino operations involving table games accounting, cage transactions, table ratings, table drop processes, revenue reconciliation, audits, and reporting activities.
• Troubleshoot application functionality, configuration issues, data discrepancies, integration failures, and reporting concerns across TM and CTA environments.
• Identify and provide resolutions ranging from moderate to highly complex technical and application-related issues.
• Collaborate with Software Engineering, Product Management, Database Administration, Delivery Services, Regulatory Compliance teams, and Customer Support organizations to resolve customer issues.
• Participate in major incident management activities and assist in service restoration efforts for critical customer-facing outages.
• Maintain and improve support documentation, troubleshooting guides, known issue repositories, and operational procedures.
• Assist customers with application configuration, validation, upgrades, testing, and implementation activities.
• Ability to travel domestically and potentially internationally up to 25% of the time.

• Heavily analytical with the ability to understand and develop complex process and analysis
• Extensive experience of system architecture, integrations and networking
• Able to easily communicate complex ideas and systems.
• Experience in documenting process and knowledge.
• Typically, has 2- to 5-years of casino operations experience plus a bias toward system knowledge
• Advanced Knowledge/Experience/Understanding of integration processes from the point of implementation/development phases to production roll‑out
• Knowledge and understanding of API (SOAP and REST Technologies) data exchange and XML reading highly desirable
• Able to…