Digital Product Support Engineer

We are currently recruiting for a Digital Product Support Engineer based in the UK. This role will be Friday - Tuesday, 1 pm - 9 pm, and will eventually change to 9 am- 5 pm. These roles do not require night shifts. The engineers will not be required to participate in an on-call rotation.

• Benefits

• 26.5 days annual leave plus your birthday off

• Salary sacrifice company pension scheme

• Personal life insurance (3x your salary) and income protection

• Health insurance with options to add your family

• Dedicated professional development training budget

• Enhanced company sick pay

• Enhanced family leave policy

• 2 paid volunteer days per year

• Electric Car Scheme (salary sacrifice)

Compensation

• Depending on multiple factors, including experience and performance during the interview process: £33,000 - £37,000

As a Digital Product Support Engineer, you will:

• Immediately intake all incoming requests for supporting Caesars Digital products and platforms from multiple sources including Caesars Digital team members, third-party vendors, Caesars Entertainment IT, monitoring systems, and other parties.

• Interact with individuals and teams through our communications channels (voice and text based) to gather required information that enables the DPSE Engineer to identify, prioritise, and advance requests.

• Capture all required information in accordance with data entry standards and policy.

• Prioritise the resolution and escalation of reported incidents based on their urgency and impact.  Utilise all available relevant information to take action that leads to resolution within the documented SLA.

• Serve as as a subject matter expert throughout the incident lifecycle to engage the appropriate teams (within and beyond Caesars Digital) to assist in resolving the issue.  This requires the Digital Product Support Engineer to maintain a thorough comprehension of all roles and responsibilities across Caesars Digital, Caesars Entertainment IT, and third party partners and service providers required to deliver products and Services.

• Coordinate and oversee high priority cross organisational communication before, during, and after critical incidents, changes, releases, and deployments.

• Liaise with team members responsible for executing changes and deploying releases as required.

• Serve as an escalation point for Customer Service teams when they are unable to resolve a customer's issue with Caesars Digital products and services.

• Meticulously document all actions taken to enhance the quality of existing documentation and add to relevant knowledge bases.

• Identify and report on ticketing trends.

• Establish relationships, trust, and credibility with team members, third parties, and product development teams.

• Author knowledge articles to educate customers on how to better utilise application systems and solve common problems.

• Recommend updates to knowledge articles and support methodologies.

• 1-3 years of experience in application support, IT operations, or Network Operations center environment.

• Previous gaming experience is preferred.

• Self-starter who can work alone and in a team environment

• Excellent problem solving, analytical, and communication skills.

• Ability to work in a fast-paced, high-pressure environment while handling multiple simultaneous tasks.

• Understanding of workflows and process improvements.

• Understanding of customer service concepts and techniques.

• Awareness of cloud-based technologies is preferred.

• Understanding of technical infrastructure such as networking, data interfaces, and data workflow is preferred.

• Associate Degree in Computer Science, IT, or another related field is preferred.