L2 Support

Walker Digital table Systems (WDTS) is a US based MNC, headquartered in Las Vegas & the leader in networked table game solutions. WDTS develops innovations for Asian Pacific gaming markets including the Perfect Pay Baccarat Table Network that dramatically increases game security and dealer accuracy while minimizing losses from human error, collusion and theft. PJM or Phase Jitter Modulation technology is at the heart of WDTS solutions and is the only proven RFID protocol capable of meeting the high-volume, high-speed, dynamic requirements of the casino environment.

WDTS India is Software R&D unit of Walker Digital Table Systems Inc (WDTS) with its head office and innovation leadership in Las Vegas, sales and support office in Macau, and Hardware is developed, designed and manufactured in Australia. Australian developed PJM RFID technology is at the heart of WDTS solutions and is the only proven RFID protocol capable of meeting the high-volume, high-speed, dynamic requirements of the casino environment. We are an equal opportunity employer.

Website: https://www.wdtablesystems.com

We are seeking a skilled and motivated L2 Support Engineer to join our dynamic support team. The ideal candidate will have a strong background in Linux systems, excellent SQL knowledge, and experience with Docker. This role involves working closely with our clients and internal teams to ensure seamless operation and support of our software products. The position also requires flexibility for shift working to provide support across different time zones.

Key Responsibilities:

• Provide second-level support for technical issues related to our software products.
• Troubleshoot and resolve incidents involving Linux systems, SQL databases, and Docker.
• Respond to customer inquiries via phone, email, and ticketing system in a timely and professional manner.
• Collaborate with L1 support to escalate and resolve complex technical issues.
• Perform root cause analysis on recurring issues and provide solutions to prevent future occurrences.
• Assist in maintaining and updating technical documentation, FAQs, and knowledge base articles.
• Participate in on-call rotation for after-hours support as needed.
• Work closely with development and QA teams to identify, replicate, and fix software defects.
• Provide training and guidance to L1 support staff on technical issues and best practices.
• Flexibility to work in shifts, ensuring 24/7 support coverage.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 3-5 years of experience as an L2 Support Engineer or in a similar role.
• Strong proficiency in Linux/Unix operating systems.
• Excellent SQL skills, including query writing and database management.
• Experience with Docker and containerization.
• Experience with shell scripting and automation tools.
• Familiarity with ticketing systems and customer support tools.
• Strong problem-solving skills and the ability to think analytically.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Detail-oriented with strong organizational skills.
• Willingness to work in shifts, including nights, weekends, and holidays as needed.

Preferred Qualifications:

• Experience with cloud platforms (AWS, Azure, GCP).
• Knowledge of ITIL practices and service management principles.
• Experience with configuration management tools (Ansible, Puppet, Chef).
• Familiarity with networking concepts and protocols.
• Previous experience in a software development or QA role.