Support Analyst

Team Overview:

The primary purpose of the Support Team is to provide 24/7 'World Class Support' to GAN's Partners and Customers. This team is mostly based in Las Vegas, Nevada.

Job Purpose:

This role would join the growing Las Vegas based team where the successful candidate will enjoy working in a dynamic, fast paced and exciting environment using the latest technologies. You will be comfortable in working within an agile and creative development environment on a wide variety of exciting products and features, reacting to a constantly evolving and rapidly expanding market.

The successful candidate will be a part of the 24/7 Support Team shift rotation to primarily cover weekends, and some weekdays, within the GAN Support Services department reporting to the Support Manager and Supervisor. The Support Analyst is responsible for the effective & efficient monitoring and support of all simulated and real money gaming platforms. This will include real time monitoring and triage of support and B2B tickets through the use of Jira and other internal tools. You will also be expected to proactively work across all technology teams, including their Leads to help identify and monitor key KPIs and potential issues before they are escalated.

You will additionally be responsible for acknowledging, triaging, and pushing resolutions for all kinds of Alerts generated by our systems alongside our technology teams.

Excellent written and spoken English is critical as you will be required to communicate with colleagues, line managers and large multinational clients.

Description of Job Responsibilities:

• Understanding the business, especially games, integrations, regulation and marketing, to ensure analytical needs are met.

• Resolve IT issues across a wide range of technologies and applications

• Ensure workflows, processes, tooling and applications are of the highest quality standard and are documented.

• Receive and respond to inbound incident request and communications from clients of varying levels, internal, and external users

• Drive production incidents to resolution including completing Incident Reports

• Work in close collaboration with business and application development teams

• A natural ability to solve complex issues (covering both technical and business areas)

• Strong analytical, problem-solving skills

• First level Support scoping, triaging, and troubleshooting

• Second level alert intake and triage

• Second level systems monitoring and ability to correlate alerts, metrics, traces, and logs to incidents

• Expected to work weekends and some holidays

• Expected to work overtime as necessary
  
  

Requirements:

• 2 years of providing Support in a similar environment

• Familiar with software development tools, such as JIRA, Confluence, OpsGenie, Zendesk or similar

• Ability to solve complex issues, good at problem statement analysis and solution design thinking

• Track record of influencing IT stakeholders and business partners

• Confident communicator who can explain technology to non-technical audiences

• Capable of understanding client needs and translating them into products and services

• Good communication skills and ability to work in team

• Ability and willing to work independently and autonomously

• Ability to thrive in a fast-paced, deadline-driven environment

• Self-motivated and solution-oriented

Good To Have:

• Scripting or programming skills for automating tasks (Python, Shell)

• Knowledge and experience with Configuration tools: Ansible, Puppet

• Experience with monitoring stacks like ELK, Grafana/Prometheus and/or Influxdb/Telegraf

• Knowledge and experience with Software Version Control systems: GIT, SVN etc.

• Knowledge and experience with CI/CD tools: Jenkins, GitLab and/or Travis CI etc.

• Familiarity with networking architecture (e.g. Load Balancing, TCP/IP, Routing)

Travel Requirements:

This role may require some travel to other GAN offices

Salary range $55,000 to $69,000 Max annually

GAN is committed building a diverse workforce. As an equal opportunity employer, we believe merit is everything and we consider qualified candidates without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, political views or activity, or other applicable legally protected characteristics. If you're a qualified candidate with a disability or long term condition, and need a reasonable accommodation to apply for this position, please contact .

GAN operates in a highly regulated environment, and candidates may be required to obtain a gaming license in one or more U.S. states or jurisdictions where GAN conducts business, which includes (but may not be limited to) an application requesting personal data, a criminal and credit check, and fingerprints. GAN will cover all costs and provide access to an Identity Protection program.