Technical Support Engineer III

Overview

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.

Responsibilities

• 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.

Qualifications

• 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 of desktop/mobile browser debugging and systems networking
• Knowledge and understanding of API (SOAP and REST Technologies) data exchange and XML reading highly desirable
• Able to communicate complex ideas in a logical and audience appropriate manner
• Able to pass a Security Background Investigation

Other Responsibilities

• Assist with support of internal applications, environments, and infrastructure utilized by the TM and CTA product teams.
• Create, maintain, and distribute technical knowledge and operational information throughout the support organization.
• Provide assistance and coverage for other team members and product groups when required.
• Learn and maintain proficiency in employer-specific applications, tools, and casino management systems.
• Participate in customer installations, upgrades, training events, and go-live support activities.
• Obtain and maintain gaming licenses in numerous gaming jurisdictions, including state and tribal regulatory environments.
• Create, update, and maintain Knowledge Base Articles related to TM, CTA, Table Drop, and associated integrations.
• Participate in an on-call rotation supporting customers outside of standard business hours.
• Assist with audit reviews, compliance requests, data validation efforts, and regulatory inquiries related to supported applications.
• Support monitoring activities and proactive identification of application health issues impacting customer operations.

Required Skills

• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong understanding of application support methodologies and customer service principles.
• Ability to work independently and as part of a collaborative support team.
• Excellent customer service and relationship management skills.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities simultaneously in a fast-paced support environment.
• Ability to communicate technical concepts to both technical and non-technical audiences.
• Flexibility to support evening, weekend, and on-call activities as required.

Desirable Skills

• Previous experience supporting casino management systems, table games systems, cage systems, accounting systems, or enterprise business applications.
• Experience supporting Table Manager, Cage & Table Accounting, Table Drop, Advantage, Patron Management, or related gaming platforms.
• Strong understanding of casino table games operations, cage operations, auditing processes, and accounting workflows.
• Strong working knowledge of Microsoft SQL Server databases and network configuration concepts.
• Experience analyzing database-driven applications and diagnosing data-related issues.
• Ability to understand application logic and troubleshoot through review of T-SQL code and database structures.
• SQL Server administration and troubleshooting experience.
• Ability to write and execute T-SQL queries, stored procedures, and SQL jobs for troubleshooting, reporting, and workaround development.
• Experience with report creation, modification, and troubleshooting.
• Strong understanding of software development lifecycle, change management, release management, and problem management processes.
• Experience supporting integration between multiple applications and third-party systems.
• Knowledge of ITIL-based Incident, Problem, Change, and Service Request processes.
• Familiarity with Windows Server environments, application services, scheduled jobs, and system monitoring tools.
• Experience supporting high-availability production systems in regulated gaming environments

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

#LI-DQ1

#LI-HYBRID