QA & Technical Support Specialist (Las Vegas, NV)

POSITION TITLE: QA & Technical Support Specialist

TYPE: Full Time Direct Hire, Onsite

COMPENSATION: $50K–$60K Salary Benefits (based on experience)

DEPARTMENT: Customer Success

LOCATION: Las Vegas, NV (onsite, with rotating on-call availability)

Who We Are

PokerAtlas is an emerging leader in the gaming technology industry, serving the needs of real-money poker players and operators with innovative web, mobile and enterprise software solutions. Our integrated PokerAtlas® (B2C) and TableCaptain® (B2B) products provide real-time information and an online registration platform for players, while delivering incremental revenue and cost-savings efficiencies to casino poker and card room operators. We are currently partnered with 200 casino and card room operators in 8 countries, in addition to our website and mobile app user base exceeding 40,000,000 annual visits. The company is headquartered in Las Vegas, NV with team members and support services located around the country.

Position Summary

The QA & Technical Support Specialist is a hands-on, cross-functional role spanning software quality assurance, customer support, and field services for our PokerAtlas® and TableCaptain® platforms. Day to day, you will test new software releases, help customers resolve technical issues, prepare and configure equipment for deployment, and occasionally visit sites to install and support hardware and software.

This role is ideal for a technically savvy, dependable self-starter with strong communication skills and sharp attention to detail. The ideal candidate thrives on variety and is equally comfortable solving problems at a keyboard or working hands-on in the field. Occasional travel to customer locations outside of Las Vegas may be required.

Responsibilities

• Test new software releases and features for the PokerAtlas® and TableCaptain® platforms executing test cases, validating bug fixes, and participating in UAT to confirm product readiness before deployment.
• Document test results and communicate findings clearly to the product and engineering teams.
• Serve as a frontline point of contact for customer issues via phone, email, and our support platforms (Zendesk and Zoho Desk) by triaging, resolving basic requests, and escalating to higher-level teams per established SLAs.
• Provide support coverage on a rotation during non-standard hours, including evenings and weekends.
• Prepare and provision equipment for shipment to customers, including installing and configuring software, computer hardware and peripherals before they ship.
• Travel to customer locations to perform and assist with on-site software and hardware installations and upgrades.
• Provide on-site and remote field support, troubleshooting hardware, software, and connectivity issues to ensure timely resolution.
• Maintain accurate records of support interactions and contribute to knowledge base articles, SOPs, and troubleshooting documentation.
• Maintain and support our Zoho One CRM, Project, Desk, and Inventory applications.

Requirements

• Experience in technical support, help desk, IT support, QA, or a related technical role (or equivalent hands-on technical aptitude).
• Comfort installing, configuring, and troubleshooting software and following structured technical and testing procedures.
• Familiarity with device setup, configuration, and basic networking concepts.
• Strong communication skills and a customer-first mindset.
• Ability to work weekends, evenings, and rotating on-call shifts.
• Willingness to travel domestically and internationally to customer sites for installations and/or upgrades.
• Ability to lift up to 50 lbs and work in casino/poker room environments.
• Ability to pass a background check and meet gaming license requirements.
• Must have, or be able to obtain, a US Passport.
• Organized, reliable, and eager to learn new technologies and systems.

Nice to Haves

• Experience with ticketing systems such as Zoho Desk, Zendesk, or similar platforms.
• Exposure to QA testing or software validation processes.
• Experience in hospitality, gaming, or casino environments.
• Familiarity with documentation tools like Jira, Confluence or Notion.
• Basic mechanical aptitude or comfort using hand tools.

Who You Are

• A dependable self-starter who takes ownership and follows through without being asked.
• Calm and customer-first under pressure, with a knack for clear, patient communication.
• Hands-on and detail-oriented, equally comfortable behind a keyboard or on a casino floor.
• Eager to learn and grow into more advanced technical and support roles.

PokerAtlas is an equal opportunity employer and welcomes candidates from all backgrounds to apply.