Our client is a pioneering company at the forefront of the gaming industry, bridging the authentic excitement of land-based casinos with the convenience of online access. Their award-winning products enable players to access their favorite physical slot machines and electronic table games (ETGs) from anywhere, anytime, through modular design, real camera views, sound captures, and a cutting-edge interface. The team is committed to delivering innovative technology that connects the physical and digital gaming worlds.

Role Overview
We are seeking a talented Tier 2 Support Engineer based in New Jersey to join a dynamic team. This is a remote position with an expectation of one office visit per month. The ideal candidate will provide technical support to casino operators (not end players), troubleshoot and resolve issues, and contribute to system setup and configuration.

Responsibilities

• Provide prompt and effective technical assistance to customers (casinos) via phone, email, and chat.

• Troubleshoot and resolve customer issues by analyzing symptoms, diagnosing problems, and offering solutions.

• Escalate complex or unresolved issues to appropriate internal teams while ensuring timely follow-up and resolution.

• Educate customers on product functionalities, usage, and best practices.

• Deliver excellent customer service and ensure satisfactory resolution of technical issues.

• Lead setup activities, system configurations, and testing.

Qualifications

• Proven experience in quality assurance and technical support roles, preferably in a software or technology company.

• Knowledge of computer networks and configurations.

• Familiarity with Linux OS, scripting, and automation is an advantage.