Lead 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. **About the Role** As a Lead Technical Specialist (POS), you will lead complex investigations across seller point of sale (POS) systems and marketplace integrations and serve as the technical review point for escalations to Product Operations and Product. You will use elevated system access to enable seller integrations and resolve issues beyond the scope of other technical support specialists. Combining strong SQL skills, evidence from multiple systems, and customer service expertise, you will determine what happened, assess seller impact, and prepare clear, actionable bug reports. You will also guide other specialists while maintaining ownership of seller communication and follow-through. **This Full-Time position may require weekend, holiday, daytime, and/or evening hours.** **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 Will Do** - Own complex or recurring POS and marketplace issues involving inventory, listings, pricing, order synchronization, and fulfillment. Trace transactions across connected systems and reconstruct the sequence of events to identify failures and contributing factors. - Review escalations before they reach Product Operations. Validate the investigation, address missing evidence, resolve issues within your access and scope, and distinguish product defects from configuration, integration, data, or workflow issues. - Enable and configure marketplace integrations for sellers using authorized elevated access. Validate prerequisites, confirm connectivity and expected data flow, and document changes and outcomes. - Use SQL and Snowflake to investigate transaction history, join data across sources, reconcile discrepancies, and determine the scope of an issue. Correlate findings with application logs, API activity, configuration history, and seller reports. - Use approved AI investigation tools to develop hypotheses and organize findings. Verify conclusions against source records and logs, distinguish confirmed facts from assumptions, and identify remaining evidence gaps. - Reproduce suspected bugs and prepare them for Product Operations review. Document expected and actual behavior, reproduction steps, relevant identifiers and timestamps, supporting evidence, affected sellers or transactions, workarounds, and business impact. - Consolidate duplicate reports and help refine bug scope and priority. Partner with Product Operations and Product on open questions, validate fixes against the original issue, and confirm that seller impact has been addressed. - Troubleshoot APIs and integrations using requests, responses, JSON payloads, authentication details, and status codes. Use Python scripts to analyze records, compare results, and automate repeatable investigation tasks. - Communicate findings, next steps, workarounds, and progress clearly to sellers and internal teams. Manage sensitive escalations with empathy and sound business judgment, translating technical detail into practical guidance. - Coach technical support specialists on investigation methods, SQL, documentation, and escalation quality. Maintain troubleshooting guidance and identify recurring issues that warrant product or process improvements. **Who You Are** - A technical investigator who can work through ambiguous issues, challenge assumptions, and build a supported explanation from multiple sources of evidence. - A trusted technical lead who improves the quality of others’ work through clear feedback, knowledge sharing, and practical guidance. - A strong writer and customer service professional who builds seller trust, manages expectations, and maintains ownership through complex investigations. - Business-minded, with the judgment to assess revenue exposure, fulfillment deadlines, operational disruption, and the urgency of seller issues. - Accountable and careful when using elevated access, with attention to authorization, data accuracy, change documentation, and validation. - Organized and collaborative, with the ability to prioritize competing investigations and work independently with minimal direction. **What You Have Done** - At least three years of experience in technical support, application support, or a related role, including independent ownership of complex escalations involving integrated systems. - Demonstrated experience leading technical investigations, reviewing escalations, and mentoring colleagues or serving as a technical point of contact. - Strong hands-on SQL skills, including joins, aggregations, common table expressions, and window functions, to investigate transaction behavior and reconcile data across systems. Practical experience using Snowflake or a comparable data platform. - Experience reviewing application logs and monitoring data in Azure or AWS and correlating events across systems using timestamps, transaction identifiers, or request identifiers. - Experience reproducing software defects and writing actionable bug reports for Product Operations, Product, or Engineering teams. - Hands-on experience enabling, configuring, or troubleshooting marketplace or other third-party integrations, including APIs, authentication, and data synchronization. - Working Python scripting skills for data analysis, record comparison, and repeatable troubleshooting tasks. - Experience using Salesforce to manage complex cases, maintain investigation records, and coordinate follow-up, along with strong written communication and business-to-business customer support skills. **Preferred Experience** - Experience supporting ticketing marketplaces, broker operations, or POS platforms, including inventory, listing, order, and fulfillment workflows. - Experience using AI-assisted investigation tools and validating their output against system evidence. - Familiarity SQL & KQL, for querying application logs and supporting investigations. - A degree in information technology, computer science, data analytics, or a related field, or equivalent technical training and practical experience. - Relevant certifications or technical training in Python scripting, SQL, KQL, software testing, or technical troubleshooting are a plus. Examples include ISTQB Certified Tester Foundation Level, Microsoft Certified: Azure Administrator Associate (AZ-104), SnowPro Associate: Platform, and AWS Certified Cloud Practitioner. **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 $75,000—$75,000 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.**