Senior Technical Support Engineer

Senior Technical Support Engineer

Scientific Games:

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

Position Summary

Job Summary**

Scientific Games Technologies India Private Limited is seeking a highly skilled and experienced Senior Technical Support Engineer to provide advanced technical assistance and problem resolution for our complex gaming and lottery systems. This role involves in-depth troubleshooting, analysis, and communication with internal and external stakeholders to ensure optimal system performance and customer satisfaction.

Job Responsibilities**

* Provide expert-level technical support for Scientific Games products and platforms, including software, hardware, and network components.
* Diagnose and resolve complex technical issues through in-depth analysis, log review, and system tracing.
* Collaborate with development, QA, and operations teams to identify root causes of issues and propose effective solutions.
* Develop and implement workarounds for critical issues to minimize system downtime and impact on customers.
* Document technical solutions, troubleshooting steps, and best practices in a clear and concise manner.
* Conduct technical training for junior support engineers and internal teams on new products and complex system functionalities.
* Participate in on-call rotation and provide off-hours support as required to address critical incidents.
* Communicate effectively with customers, partners, and internal teams regarding technical issues, status updates, and resolutions.
* Proactively identify potential system vulnerabilities and recommend improvements to enhance stability and performance.
* Assist in the testing and deployment of new software releases and system upgrades.

Job Qualifications**

* Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
* 5+ years of experience in a technical support role, preferably within the gaming, lottery, or a similarly complex industry.
* Proven expertise in troubleshooting and supporting complex software applications, databases (SQL, Oracle), and operating systems (Linux, Windows).
* Strong understanding of networking concepts (TCP/IP, firewalls, load balancers) and network troubleshooting.
* Experience with scripting languages (e.g., Python, Bash) for automation and data analysis.
* Familiarity with ITIL framework and incident management best practices.
* Excellent analytical and problem-solving skills with a strong attention to detail.
* Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
* Ability to work independently and as part of a team in a fast-paced, dynamic environment.
* Prior experience with cloud platforms (AWS, Azure, GCP) is a plus.
* Relevant certifications (e.g., CCNA, MCSE, ITIL) are highly desirable.

Qualifications

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.

Experience Level

Senior Level