Reporting to the Technical Support Manager, the Product DBA I is responsible for providing technical customer support for AGS' Class II and Class III gaming operations for customers located in the United States, Canada, Mexico, and beyond. This position acts as the highest escalation point within the TAC team. Duties include but are not limited to the following: SQL database maintenance and troubleshooting, software and network troubleshooting, logging of trouble tickets in a ticketing system, dispatching Field Service personnel when required, and creating formal escalations for our R&D Engineering team.
Responsibilities:
Works with all AGS Development and Operation groups to deliver the best possible solution.
Assists with complex systems and database related issues.
Investigates reporting issues between games and casino back-end systems.
Records customer information and detailed descriptions of issues and resolutions for each incident in the ticket system in a timely manner which will be used for Engineering's trend assessments.
Properly prioritizes tickets depending on level of severity and escalate when required.
Experienced in troubleshooting via phone support and versed in walking customers through troubleshooting steps.
Acts as the liaison between field services personnel and engineering when needed.
Contributes to and maintains information stored in the knowledge base system for commonly occurring problems.
Provides support when needed to the AGS IAA (Installation and Administration) group for scheduled installs or upgrades.
Maintains an excellent record of communication with both internal and external customers.
Displays above average decision making, knowing when to further escalate up to the Supervisor/Manager.
Displays exemplary customer service at all times, keeping a positive attitude regardless of the situation.
Skills/Requirements
Bachelor's degree in Computer Science, or similar
2+ years of work experience preferred in an environment
Knowledge in one or more of: C++, C#, Linux
Basic understanding of networking components
Experience in SQL - Queries, scripts and research
Understanding of Windows Server API and Active Directory
Gaming or any high traffic transactional industry experience preferred
Fluency in coding and systems design and a desire to tackle the complex problems
Knowledge of Microservice Architecture and Design Patterns
Strong Ability to work, communicate, and troubleshoot within a group
Strong Analytical and organization skills
Strong written and oral communication
Work effectively under pressure
Some travel required (5-10 %)
Gaming License Eligibility. You must be able to pass a background check up to the past 20 years for arrest, conviction, sealed or expunged records
Note: All offers are contingent upon successful completion of a background check
*Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.