The Job in a Nutshell

As a Platform Support Analyst, you'll be on the front lines, ensuring our gaming platforms are running smoothly 24/7. You'll be the first responder when issues arise, using your sharp problem-solving skills and technical know-how to keep the games going and the players happy. You'll dive deep into our systems, monitor performance, and work closely with a talented team of developers and engineers to troubleshoot anything that pops up. If you love the thrill of real-time action and have a knack for finding solutions, this is your chance to shine!

A Sneak Peek into Your Role

• Developing a strong understanding of our games, integrations, regulations, and marketing activities to effectively analyze and address technical issues.
• Resolving IT issues across a range of technologies and applications, ensuring the smooth operation of our gaming platforms.
• Ensuring workflows, processes, tools, and applications are well-documented and meet high-quality standards.
• Receiving and responding to incident reports from clients and internal teams, providing timely and effective support.
• Taking ownership of production incidents, driving them to resolution and minimizing customer impact. Taking responsibility for issues occurring during your shift, managing them efficiently to minimize customer impact and workload.
• Working closely with business and development teams to address issues, improve processes, and ensure seamless platform operation.
• Monitoring systems, and analyzing alerts, metrics, and logs to identify and address potential issues proactively.
• Being available to work different shifts, including nights, weekends, and holidays, to ensure 24/7 platform support. Being prepared to work overtime or on-call as needed to maintain platform stability and performance.

You’re good at

• You've got at least 2+ years of experience providing support in a similar environment.
• You're comfortable using tools like Grafana, Prometheus, Jira, Confluence, and OpsGenie (or similar).
• You can analyze complex issues and come up with effective solutions.
• You can effectively communicate with and influence IT stakeholders and business partners. You can explain technical concepts to non-technical audiences.
• You have excellent communication skills and thrive in collaborative environments, while also being comfortable working independently and taking initiative.
• You can handle a fast-paced, deadline-driven environment.

Nice to have:

• Familiarity with incident management best practices. Knowledge of ITSM or ITIL frameworks.
• Ability to write scripts or code to automate tasks (Python, Shell). Familiarity with Ansible or Terraform, experience with Kubernetes and Docker.
• Knowledge of using Git or other version control systems, familiarity with CI/CD tools like Jenkins, GitLab, or Travis CI.
• Understanding networking concepts like load balancing, TCP/IP, and routing.
• Ability to identify and implement process improvements.
• Experience providing excellent customer service.
• A degree in computer science, information technology, or a related field.

GAN operates in a highly regulated environment. This role may require a gaming license in any jurisdiction in which the company operates, and it is a requirement of this position to be able to secure and maintain a license in any and all jurisdictions. A gaming license application utilizes personal data, a criminal and credit check, and fingerprints. GAN will cover all costs and provide access to an Identity Protection program.

Our Benefits, Your Happiness

• Recharge with our comprehensive PTO program and company-paid holidays, ensuring you have time to rest and recharge.
• Enjoy peace of mind with our paid parental leave, supporting you through the joys of parenthood.
• Prioritize your well-being with extensive health, dental, and vision coverage.
• Benefit from financial security through our short-term and long-term disability insurance, as well as life insurance.
• Plan for your future with our competitive 401(k) matching contributions.
• Enhance your professional growth with our robust Supplemental Training Program, which includes training sessions and company-wide knowledge-sharing opportunities.
• Thrive in a culture that values innovation and independence, celebrating success in a diverse and multicultural environment where you’ll collaborate with talented professionals from around the world.

GAN is committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the military and armed forces, or any other basis protected by country, federal, state, or local law. We are fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences, and values.

Location

Las Vegas, Nevada