Senior Support Specialist

Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

The Senior Support Specialist is responsible for project managing Customer Implementation and Support activities for L&W's Loyalty Marketing solution and platforms. This role will ensure timely and well-organized product implementations that meet or exceed customer expectations. The Senior Support Specialist will become a product SME, interfacing with, Product Management, Engineering, Training, and customer teams to support the setup and installation of technical systems, applications, and process designs for client-purchased or outsourced technology and business process solutions.

Key Responsibilities

• Manage the implementation and launch of Systems Gaming products and features.
• Develop business and use cases and product launch plans.
• Collaborate with cross-functional teams—including engineering, product, and sales—to support product delivery and adoption.
• Create and maintain product documentation for internal and external stakeholders.
• Apply project management skills to oversee implementation timelines and deliverables.
• Engage with customers professionally, demonstrating strong customer-facing etiquette.
• Coordinate with offshore teams and accommodate global working hours as needed.
• Contribute to workforce planning by anticipating resource needs in collaboration with consulting and project teams.

Qualifications

• Deep subject matter expertise in Gaming Systems products, especially Loyalty or Marketing modules.
• Strong project management and organizational skills.
• Experience in technical system setup and implementation.
• Excellent communication and interpersonal skills in customer-facing environments.
• Ability to work effectively with global teams and across time zones.
• Proficiency in creating clear and effective product and process documentation.
• Up to 40% travel as required.

Work Conditions:  The working conditions are representative and typical of similar jobs in comparable organizations.

Light & Wonder Corporation and its affiliates are engaged in highly regulated gaming and lottery businesses.   As a result, certain Light & Wonder may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts.   In order to ensure L&W complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, L&W requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.  As a prerequisite to employment with L&W (to the extent permitted by law), you shall be asked to consent to L&W conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. 

Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.