Product DBA - Duluth, United States - AGS - American Gaming Systems

Description

Job Overview

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, and creating formal escalations for our R&D Engineering team.

Responsibilities:

• Works with all AGS Development and Operations groups to deliver the best possible customer support.
• Assists with complex systems and database related issues that occur during day-to-day operations.
• Software and network troubleshooting, both remotely and via phone call.
• Investigates reporting issues between games and casino back-end systems where information doesn't match.
• Pulls and reviews game, server, and controller logs to identify software or hardware issues.
• 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.
• Providing troubleshooting via phone support and versed in walking customers through troubleshooting steps.
• Responsible for troubleshooting multiple versions of proprietary software with regular update releases.
• Creating formal escalations for our R&D Engineering teams' review to verify potential bugs or software issues.
• Ensuring that tickets in AGS' ticket tracking system are current and reflect the latest updates.
• 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

• 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
• Bachelor's degree in Computer Science, or similar
• 2+ years of work experience preferred
• Knowledge in one or more of: C++, C#, Linux, Unity
• Proficiency in troubleshooting multi-platform integrations between C. C++, C# and Unity applications as related to database connectivity and functionality
• Proficiency in troubleshooting service application network issues
• 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 %)

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.

AGS is an equal opportunity employer.