Digital Product Support Engineer
Caesars Entertainment
full-time
Posted on:
Location Type: Hybrid
Location: Las Vegas • Nevada • United States
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Tech Stack
About the role
- 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 DOC 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 Operations Engineer I 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.
Requirements
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
application supportIT operationsnetwork operationsdata entry standardsincident resolutionticketing trendstechnical infrastructuredata interfacesdata workflowcloud-based technologies
Soft Skills
problem solvinganalytical skillscommunication skillsself-starterteamworkability to work under pressuremultitaskingrelationship buildingtrust and credibilityprocess improvement
Certifications
Associate Degree in Computer ScienceAssociate Degree in IT