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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 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 constantly evolving and rapidly expanding market.

The successful candidate will be a part of the 24/7 on-call rotation Support Team within the GAN Support Services department reporting to the Support Manager. 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 tickets through the use of Jira and other internal tools. You will also be expected to proactively work across all technology teams, including leads to help identify and monitor key KPIs to help identify potential issues before they are escalated.

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

  • 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
  • Identify and enact process and technical improvements including automation
  • Leadership, crisis management, production incident management and production release management
  • Manage production incident and work with different stakeholders to prioritize the incidents
  • Drive production incidents to resolution including performing Post Incident Reviews and completing Incident Reports
  • Contribute expertise to the management of existing and new IT products and services
  • Define and document workarounds for known errors and initiate process improvements
  • Work in close collaboration with business and application development teams
  • Ensure production stability and availability for key operational business processes.
  • A natural ability to solve complex issues (covering both technical and business areas)
  • Strong analytical, problem-solving skills

Requirements:

  • 2+ years of providing support in a similar environment
  • Proficient with software development tools, such as JIRA, Confluence, OpsGenie ,LiveAgent 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
  • Strong emotional IQ (EQ) and demonstrated ability to create relationships with new people quickly and easily and manage those relationships effectively over time
  • Ability to thrive in a fast-paced, deadline-driven environment
  • Self-motivated and solution-oriented
  • Highly organized with strong attention to detail and follow-through
  • Confident, strategic thinker
  • Strong presentations skills
  • Demonstrates ability to adapt to various Client corporate cultures
  • Excellent oral and written communication skills
  • Ability to plan strategically, but stay on top of tactical execution 

Travel Requirements:

This role does not require regular travel.

GAN operates in a highly regulated environment, and candidate may be required to obtain an occupational gaming license in one or more U.S. states, which includes an application of personal data, a criminal and credit check, and fingerprints.  GAN will cover all costs and provide access to an Identify Protection program.    

Or, know someone who would be a perfect fit? Let them know!

Las Vegas, NV, US

89145
89145 Las Vegas Directions View page

Why work with GAN?

An opportunity to work and build a career in an established multinational company with a start-up feel and community.

  • GANtastic Culture

    We are a group of hard-working, smart individuals from all around the world. We value a healthy work/life balance, providing flexible work hours while offering a fun, lively, and supportive work environment - including activities like zoom happy hours and employee-friendly competitions (just wait until you submit your pet photos, talent videos, and written stories for prizes). We believe in helping the company flourish by championing each other's personal and professional growth.

    At GAN, you're more than just an employee - you're family.

  • Compensation and Benefits

    Competitive total compensation package - including generous Holiday (EU) / PTO (US) programs and company paid Bank Holidays (EU) / Holidays (US).

    Benefit packages are dependent on the country, as some countries have healthcare through the government. In addition, GAN offers pension plans (EU) / 401(k) matching (US), paid maternity and paternity leave, and health and wellness coverage in the US (including medical, dental and vision, HSA, short-term and long-term disability insurance, and life insurance).

  • GAN Perks

    Fitness, gym, and sports reimbursement programs or vouchers, payday drinks, social events and competitions, employee referral bonuses, and much more are perks.

  • Equal Opportunity Employer

    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.

GAN Workplace & Culture

GAN offers an empowered work environment that encourages creativity, initiative, and professional growth. We provide a competitive salary and benefits package. 

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@gan.com
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