Gaming Systems Field Support Engineer

Shape the Future of Charitable Gaming Technology

Arrow International powers entertainment in community venues around the world. Our team builds everything from pull tabs and bingo paper to advanced electronic gaming systems. We reward impact with profit-sharing, 401(k) matching, comprehensive benefits, and paid time off — including a bonus week every July.

A Day in This Role

Morning: you scan your Salesforce queue, triage service tickets, and jump on a remote call to troubleshoot a Windows Server permissions issue. Midday: you arrive at a customer site, install new devices, run cabling, configure software and SQL connections, and verify network/Active Directory settings. Afternoon: you coach staff on system use, document every step, and follow up with distributors about parts and RMAs. Evening: you close out tickets, escalate a tier 3 anomaly to a support specialist, and prep for overnight travel to your next install.

What You’ll Tackle

• Diagnose and resolve hardware/software issues with above-average first-visit resolution.
• Log all service activity in Salesforce with complete and accurate notes.
• Provide remote phone support when not traveling; deliver on-site installs and support as scheduled.
• Escalate tier 2/3 cases to the support specialist and notify management promptly when needed.
• Coordinate with distributors on parts orders, RMAs, and technical guidance.
• Configure and program Arrow equipment; train distributors and end users.
• Recommend and implement timely solutions; follow up with customers to ensure satisfaction.
• Work effectively from home with reliable high-speed DSL or cable internet.
• Other duties as assigned by management.

What You Bring

• Associate degree in Computer Technologies or equivalent practical experience.
• 3+ years of training or equivalent experience with electronic and PC technologies.
• Hands-on knowledge of SQL, Windows, Windows Server, Active Directory, and networking.
• Ability to read schematics and technical manuals; strong analytical mindset.
• PC, mechanical, and electrical aptitude.
• Clear written and verbal communication; excellent customer and phone presence.
• Self-directed with strong time management, planning, and organizational skills.
• Proficiency with MS Office and other common software tools; proprietary software experience a plus.
• Background in PC application support.

Preferred Credentials

• Field support experience.
• Support experience with electronic gaming devices; bingo gaming familiarity.
• Networking certifications and 2+ years of related network technology experience.

Where and How You’ll Work

• Travel frequently (can exceed 75%); overnight trips are common.
• Overtime and standby availability as required.
• On-site work in varied environments: bingo halls, bars, tribal reservations, and casinos.
• Physically active installs: run cables, lift heavy equipment, climb ladders.
• Flexibility to work any shift and weekends as needed.

Our Commitments

Equal Opportunity Statement

Arrow International is an equal opportunity employer. We recruit, hire, train, and promote individuals in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical or mental disability—except where such disability prevents performance of essential job functions and cannot be reasonably accommodated in accordance with applicable laws.

Americans with Disabilities Act (ADA) Statement

Arrow International is committed to complying with the spirit and requirements of the Americans with Disabilities Act (ADA). If you require a reasonable accommodation to complete an application, participate in the interview process, undergo any pre-employment testing, or otherwise take part in the employee selection process, please contact us at [email protected].

To ensure a safe and productive work environment, all candidates who receive a conditional job offer must successfully pass a confidential pre-employment drug screening, which generally consists of a hair drug test, and receive an acceptable result as a condition of employment.