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Ottomate, Inc.
Technical Operations Specialist
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Job Description
About the Role The Technical Operations Specialist provides local U.S. technical support for casino management system implementations and ongoing operations. This role supports installation, configuration, application troubleshooting, incident triage, go-live activities, and post-implementation stabilization while coordinating with Asia-based technical teams and other regional stakeholders. The position helps ensure customer environments are technically prepared, effectively supported, and maintained with high system availability and service quality. Responsibilities
- Supporting on-site and remote installation, configuration, testing, and go-live activities for casino management system deployments.
- Providing Level 1 and Level 1.5 technical and application support, including troubleshooting, incident management, issue replication, and customer communication.
- Diagnosing and resolving application, integration, workstation, peripheral, basic hardware, and network connectivity issues, including coordinating hardware replacement (RMA) when required.
- Coordinating escalations of complex technical issues with regional support, product, development, infrastructure, and Asia-based technical teams to support timely resolution.
- Assisting with system configuration, data preparation, user acceptance testing (UAT), and post-implementation stabilization.
- Preparing and maintaining technical documentation, installation guides, troubleshooting procedures, and knowledge base articles.
- Monitoring recurring issues and recommending improvements to support processes, deployment procedures, and customer readiness.
- Delivering professional customer support and collaborating with remote technical teams to maintain high system availability and service quality. Requirements
- Have a Bachelor's or Associate's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related technical field, or equivalent practical experience.
- Possess 2-4 years of experience in technical support, application support, systems implementation, IT operations, enterprise software, gaming technology, or hospitality systems.
- Demonstrate strong troubleshooting skills across software applications, workstations, peripherals, and basic network connectivity.
- Have familiarity with incident management, ticketing systems, escalation processes, software deployment, testing, and go-live support.
- Demonstrate excellent documentation, communication, and customer service skills.
- Work independently at customer sites while collaborating effectively with remote regional support teams and stakeholders.