Caesars Sportsbook & Casino · 5 hours ago
Digital System Support Engineer
Las Vegas, NV
Full-time
Hybrid
Entry, Mid Level
2+ years expCaesars Sportsbook & Casino is a leading gaming company known for its innovative digital platforms. The Digital Systems Support Engineer will be responsible for managing incoming support requests, prioritizing incident resolution, and serving as a subject matter expert throughout the incident lifecycle to ensure optimal performance of digital products and services.
AppsCasinoGamblingGaming
Responsibilities
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 Digital System Engineer to identify, prioritize, and advance requests
Capture all required information in accordance with data entry standards and policy
Prioritize the resolution and escalation of reported incidents based on their urgency and impact. Utilize 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 System 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 organizational 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
Promote incident resolution by recommending action for team members and vendors
Meticulously document all actions taken to enhance the quality of existing documentation and add to relevant knowledge bases
Regularly follow up on incidents to ensure they remain updated
Identify and report on ticketing trends
Establish relationships, trust, and credibility with team members, third parties, and product development teams
Coordinate vendor support for applications and services
Author knowledge articles to educate customers on how to better utilize application systems and solve common problems
Recommend updates to knowledge articles and support methodologies
Monitor system performance to detect potential issues affecting Caesars Digital Product and Platform utilizing our array of tools
Participate proactively in the critical incident process by identifying and engaging essential resources necessary to restore impaired systems
Identify opportunities to enhance and fine-tune monitoring solutions
Interpret written documentation or playbooks to conduct testing activities upon receiving monitoring alerts
Coordinate with vendors and service providers to diagnose and troubleshoot system outages, and collaborate with partner support organizations to promptly restore impacted systems
Perform documented disaster recovery steps as required to restore systems or services
Qualification
Required
2+ years of experience in an application support or service desk environment
2+ years of experience working in a NOC or similar environment
Previous gaming experience required
Excellent problem solving, analytical, and communication skills
Ability to work in a fast-paced, high-pressure environment while handling multiple simultaneous tasks
Self-starter who can work alone and in a team environment
Experience using and supporting cloud-based technologies is required
Understanding of system workflows is required
Understanding of technical infrastructure including networking, data interfaces, and data workflow is required
Experience using programs like New Relic, Jira, Confluence, xMatters, Slack, Splunk, etc. is required
Able to work weekends, nights, and holidays
Preferred
Working knowledge of Terraform and GitLab is preferred
Bachelor's degree in Computer Science, IT, or another related field is preferred
Company
Caesars Sportsbook & Casino
Behold! Caesars Sportsbook & Casino is here, and we’re proud to be a part of Caesars Entertainment—the number one gaming company in the world with over 80 years of sports betting expertise.
Founded in 1934Las Vegas, Nevada, USA
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Shawn Bailey, JD, CPA
Senior Vice President & Chief Financial Officer
Dan Shapiro
SVP - Chief Development Officer, Caesars Digital
Recent News
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