Technical Support Engineer

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.

Job Summary:**

As a Technical Support Engineer at Scientific Games Technologies India Private Limited you will be a vital part of our customer success team providing expert technical assistance and troubleshooting for our cutting-edge gaming and lottery solutions. You will be responsible for ensuring our clients receive prompt accurate and comprehensive support contributing directly to their operational efficiency and satisfaction.

Job Responsibilities:**

* Provide first and second-line technical support to internal and external customers for Scientific Games suite of products and systems including hardware software and network components.
* Diagnose analyze and resolve complex technical issues escalating to higher-tier support or development teams when necessary.
* Document all support interactions resolutions and troubleshooting steps accurately and thoroughly in the designated ticketing system.
* Collaborate with development QA and other support teams to identify root causes of problems and implement effective solutions.
* Participate in the creation and maintenance of knowledge base articles FAQs and technical documentation to empower customers and internal teams.
* Assist in testing new product releases and updates to identify potential issues and ensure smooth deployment.
* Conduct remote troubleshooting sessions and guide customers through problem-solving procedures.
* Adhere to established service level agreements (SLAs) and strive to exceed customer expectations.
* Proactively identify opportunities for process improvement within the support function.
* Provide on-call support during off-hours as required by business needs.

Job Qualifications:**

* Bachelors degree in Computer Science Information Technology Engineering or a related field or equivalent practical experience.
* 2 years of experience in a technical support role preferably within the software gaming or IT industry.
* Strong understanding of Windows and Linux operating systems.
* Proficiency in troubleshooting network connectivity issues (TCP/IP LAN/WAN).
* Experience with SQL databases and the ability to write basic queries.
* Familiarity with remote support tools and methodologies.
* Excellent problem-solving analytical and critical thinking skills.
* Exceptional communication skills both written and verbal with the ability to explain technical concepts clearly to non-technical users.
* Ability to work effectively both independently and as part of a team in a fast-paced environment.
* Strong customer service orientation and a commitment to delivering high-quality support.
* Experience with ticketing systems (e.g. ServiceNow Jira Service Desk) is a plus.
* Knowledge of the gaming or lottery industry is an advantage.

Education

Bachelors degree in related field.

Years of Related Experience

Years of experience 2 to 5 years

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit stand walk bend use hands operate a computer and have specific vision abilities to include close and distance vision and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games LLC and its affiliates (collectively SG) are engaged in highly regulated gaming and lottery businesses. As a result certain SG employees may among other things be required to obtain a gaming or other license(s) undergo background investigations or security checks or meet certain standards dictated by law regulation or order to ensure SG complies with its regulatory and contractual commitments as a condition to hiring and continuing to employ its employees SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law) you shall be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

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 youd like more information about your equal employment opportunity rights as an applicant under the law please click here for EEOC Poster.