[Remote] Technical Operations Specialist

Note: The job is a remote job and is open to candidates in USA. AGS is hiring a Technical Operations Specialist to support its online interactive gaming operations. The role focuses on configuring and deploying games across environments, providing Level 1 technical support, coordinating releases and escalations, and assisting with operational analytics and reporting.

Responsibilities

• Configure and deploy games across multiple environments
• Manage game setup parameters within internal back-office systems
• Deploy new game and engine client versions
• Performing rigorous testing of games prior to deployment
• Ensure correct environment mapping (endpoints, launch URLs, IP whitelisting where applicable)
• Deal with real time issues
• Coordinate game release schedules with internal teams and external stakeholders
• Work closely with DevOps and Engineering to escalate and track technical issues
• Work closely with account managers on game release roadmaps and new game deployments
• Support operator onboarding and technical setup processes
• Act as a point of contact between internal teams, operators and occasionally third-party providers
• Communicate clearly regarding deployment timelines, requirements, and issue resolution
• Ensure operator requests are captured accurately in Jira and documented appropriately in Confluence
• Level 1 Support & Triage – Serve as the primary point of contact for customer and partner inquiries, troubleshooting and resolving issues through the instant messaging system, ticketing system and email
• Issue Escalation – Accurately categorize, prioritize, and document incoming support requests. Ensure proper escalation paths are followed and escalate complex or unresolved issues to Level 2 support (Manager of Interactive Operations) in a timely manner
• Analytics & Reporting – Assist with monitoring game performance, tracking support and deployment trends, and compiling data into reports. Flag key findings to both managers for further analysis and action

Skills

• Strong understanding of configuration based systems
• Previous iGaming experience within technical support
• Experience working with Jira and Confluence (or similar ticketing/documentation tools)
• Experience with instant messaging and email-based support workflows
• Basic SQL knowledge (ability to read queries)
• Excellent written and verbal English communication skills
• Ability to manage multiple deployments and priorities simultaneously
• Comfortable working cross-functionally with technical and non-technical stakeholders
• Understanding of gaming platform integrations and game release cycles
• Familiarity with environment management (UAT, staging, production)
• Exposure to API-based integrations
• Ability to work effectively under dual reporting structures and balance competing priorities
• High ownership mindset
• Strong organizational skills
• Analytical thinking
• Proactive problem solving
• Clear and confident communication
• Process improvement mindset

Company Overview

Company H1B Sponsorship