Technical Operations Specilaist AGS LLC
5 Duluth, GA Job Details 1 day ago Qualifications Jira Customer communication Email customer support SQL databases Relational databases Technical documentation Configuration management English Communication platforms SQL Confluence Digital project management boards Defect tracking tools API integrations Technical support via email Games Project stakeholder communication Cross-functional communication Ticketing system technical support Full Job Description Job Overview We are seeking a detail-oriented and technically capable Technical Operations Specialist to support our growing online operations. The right candidate will play a dual role supporting both the customer support and engineering operations sides of our interactive gaming products. The primary focus of this role will be game deployment, configuration across multiple environments and also providing broader technical level 1 operational support. This role sits at the intersection of technical configuration, operational support, operational execution and stakeholder coordination. The ideal candidate will be comfortable working with internal systems, familiar with gaming compliance laws, liaising with operators, in some cases also providers and ensuring smooth and accurate deployment of gaming content. Responsibilities Game Deployment & Configuration 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. Technical Operations Support 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 and Requirements 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
Note:
All offers ar e contingent upon successful completion of a background check and drug screen Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals. AGS is an equal opportunity employe r.
