Junior Technical Support (POS)

Job description

StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we’re here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world. As a Junior Technical Support (POS) specialist, you will serve as the technical support layer between frontline teams and Product Operations and Product, supporting broker sellers using point of sale (POS) systems and marketplace integrations. You will investigate issues across the transaction lifecycle, connecting what happens in the seller’s POS system with what appears on marketplaces such as StubHub. This role requires both technical troubleshooting and strong customer service skills. You will communicate directly with sellers, own cases through resolution, and use business judgment to help keep their operations running. **This Full-Time position may require weekend, holiday, daytime, and/or evening hours.** **Schedule options are as follows: Tues - Sat - 9-5:30pm OR Sun - Thu - 9-5:30pm** **This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration.** **What You'll Do:** - Own a portfolio of support cases from initial investigation through resolution, including cases escalated by frontline teams. Maintain clear next steps, provide timely updates, and confirm that the seller’s issue is resolved. - Investigate POS and marketplace issues involving inventory, listings, pricing, order synchronization, and fulfillment. Trace transactions across connected systems to identify discrepancies and determine where a failure occurred. - Use SQL and Snowflake to investigate transaction data, and Kusto Query Language (KQL) and cloud monitoring tools in Azure and AWS to review logs and connect system activity to reported seller issues. - Troubleshoot APIs and integrations by reviewing requests, responses, JSON payloads, authentication errors, status codes, and synchronization behavior. Distinguish configuration or workflow issues from problems requiring deeper technical investigation. - Assess the business impact of each issue, including affected orders, inventory availability, fulfillment deadlines, and disruption to seller operations. Prioritize cases based on urgency, scope, and customer impact. - Build trusted relationships with broker sellers and internal account teams. Communicate professionally by email, phone, or chat, using clear explanations that match the seller’s technical understanding. - Write accurate, well-structured emails that explain findings, actions taken, required next steps, and follow-up expectations. Manage difficult conversations with empathy, composure, and realistic commitments. - Partner with frontline teams to investigate issues that require technical support. Resolve issues within your scope and coordinate with Product Operations and Product when further investigation or product changes are needed. Provide actionable escalations with relevant identifiers, timestamps, reproduction steps, logs, business impact, and troubleshooting already completed; retain ownership of seller communication. - Explain product features, integration requirements, and marketplace workflows to help sellers use tools effectively and prevent repeat issues. - Maintain complete case records and contribute to troubleshooting guides and knowledge articles. Identify recurring issues and share findings that support product and process improvements. - Additional duties as assigned. **Who You Are:** - An analytical problem solver who investigates systematically, validates assumptions against evidence, and knows when to escalate. - A clear writer and confident communicator who can translate technical findings into practical guidance for business customers. - Customer-focused, with the relationship management skills to build trust, understand seller needs, and follow through on commitments. - Business-minded, with an understanding of how technical failures affect sales, operational workload, fulfillment, and customer confidence. - Organized and accountable, with the ability to manage multiple cases, prioritize competing needs, and maintain accurate documentation in a high-volume environment. - Adaptable and collaborative, with sound judgment, attention to detail, and a willingness to learn evolving products, policies, and technical tools. **What You've Done:** - At least 1 year of experience in technical support, application support, or customer support involving technical troubleshooting. - Demonstrated experience supporting business customers, managing ongoing customer issues, and delivering timely, professional follow-through. - Hands-on experience using Salesforce to manage support cases, document investigations, track follow-up actions, and maintain accurate customer records. - Working knowledge of SQL and Kusto Query Language (KQL), with the ability to write and interpret queries to investigate transaction discrepancies and application errors. - Practical familiarity with Snowflake for data investigation and with Azure and AWS monitoring tools for reviewing application logs and troubleshooting issues. - Understanding of integrations and how data moves between POS systems and marketplaces. - Experience documenting investigations and explaining technical issues and resolutions clearly in written customer communications. **Preferred Experience:** - Experience with ticketing marketplaces, broker operations, POS platforms, or commerce systems that manage inventory, listings, and orders. - Experience troubleshooting APIs using tools such as Postman, including reviewing JSON payloads, authentication errors, and HTTP status codes. - A degree in information technology, computer science, data analytics, or a related field, or equivalent technical training and practical experience. - Relevant certifications, such as Microsoft Certified: Azure Fundamentals (AZ-900), AWS Certified Cloud Practitioner, or SnowPro Core Certification, are a plus. **What We Offer:** - **Accelerated Growth Environment:** Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career. - **Top Tier Compensation Package:** Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions. - **Paid Time Off:** Generous Paid Time Off, allowing you to manage your schedule and recharge as needed. - **Comprehensive Benefits Package:** Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options. The anticipated gross base pay range is below for this role. Actual compensation will vary depending on factors such as a candidate’s qualifications, skills, experience, and competencies. Base pay is one component of StubHub’s total compensation and competitive benefits package, which includes 401(k), paid time off, paid parental leave, and comprehensive health benefits. Base Range $55,000—$55,000 USD **About Us** StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action. For California Residents: California Job Applicant Privacy Notice found [here](https://img.vggcdn.net/webresources/PDF/Privacy_Notice_for_Job_Applicants_California.pdf) **We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.**