Note: The job is a remote job and is open to candidates in USA. AGS is hiring a Technical Operations Specialist to support its online interactive gaming operations. The role focuses on configuring and deploying games across environments, providing Level 1 technical support, coordinating releases and escalations, and assisting with operational analytics and reporting.
Responsibilities
- Configure and deploy games across multiple environments
- Manage game setup parameters within internal back-office systems
- Deploy new game and engine client versions
- Performing rigorous testing of games prior to deployment
- Ensure correct environment mapping (endpoints, launch URLs, IP whitelisting where applicable)
- Deal with real time issues
- Coordinate game release schedules with internal teams and external stakeholders
- Work closely with DevOps and Engineering to escalate and track technical issues
- Work closely with account managers on game release roadmaps and new game deployments
- Support operator onboarding and technical setup processes
- Act as a point of contact between internal teams, operators and occasionally third-party providers
- Communicate clearly regarding deployment timelines, requirements, and issue resolution
- Ensure operator requests are captured accurately in Jira and documented appropriately in Confluence
- Level 1 Support & Triage – Serve as the primary point of contact for customer and partner inquiries, troubleshooting and resolving issues through the instant messaging system, ticketing system and email
- Issue Escalation – Accurately categorize, prioritize, and document incoming support requests. Ensure proper escalation paths are followed and escalate complex or unresolved issues to Level 2 support (Manager of Interactive Operations) in a timely manner
- Analytics & Reporting – Assist with monitoring game performance, tracking support and deployment trends, and compiling data into reports. Flag key findings to both managers for further analysis and action
Skills
- Strong understanding of configuration based systems
- Previous iGaming experience within technical support
- Experience working with Jira and Confluence (or similar ticketing/documentation tools)
- Experience with instant messaging and email-based support workflows
- Basic SQL knowledge (ability to read queries)
- Excellent written and verbal English communication skills
- Ability to manage multiple deployments and priorities simultaneously
- Comfortable working cross-functionally with technical and non-technical stakeholders
- Understanding of gaming platform integrations and game release cycles
- Familiarity with environment management (UAT, staging, production)
- Exposure to API-based integrations
- Ability to work effectively under dual reporting structures and balance competing priorities
- High ownership mindset
- Strong organizational skills
- Analytical thinking
- Proactive problem solving
- Clear and confident communication
- Process improvement mindset
Company Overview
Company H1B Sponsorship