Digital Product Support Engineer

Overview

In this role, you will be the first point of intake for Caesars Digital products, coordinating incident resolution and information gathering across multiple teams. You’ll work with cross-functional partners to prioritise, escalate, and resolve issues within SLAs, while building knowledge and improving support materials. The position sits at the intersection of customer experience and technical operations in a fast-paced gaming environment. You’ll contribute to stable product delivery and cross-team collaboration, shaping how we support digital platforms at scale.

Pay / Benefits

• 26.5 days annual leave plus birthday off
• Salary sacrifice company pension scheme
• Personal life insurance (3x salary) and income protection
• Health insurance with family options
• Dedicated professional development training budget
• Enhanced company sick pay and family leave policy`,`2 paid volunteer days per year`,

Responsibilities

• Intake and triage of incoming support requests from multiple sources
• Gather information via voice/text channels to enable prioritisation and resolution
• Document actions clearly and follow data-entry standards
• Prioritise incidents by urgency/impact and drive resolution within SLA
• Act as subject matter expert across Caesars Digital, IT, and third-party partners
• Coordinate cross-organisational communication during changes, releases, and deployments
• Escalate issues to Customer Service when needed
• Maintain and improve knowledge bases and documentation
• Identify and report ticketing trends
• Develop relationships with team members, third parties, and product teams
• Author knowledge articles to educate customers and improve problem-solving

Key requirements

• 1–3 years in application support, IT operations, or NOC environment
• Excellent problem solving, analytical, and communication skills
• Ability to work in fast-paced, high-pressure environment with multiple tasks
• Understanding of workflows and process improvements
• Understanding of customer service concepts and techniques
• Awareness of cloud-based technologies is preferred
• Understanding of networking, data interfaces, and data workflow is preferred
• Associate Degree in Computer Science, IT, or another related field is preferred

• problem solving
• communication
• teamwork
• cloud-based technologies awareness
• networking fundamentals
• data interfaces and data workflows

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