SeatGeek Enterprise is paving the way for the future of ticketing by opening up the industry. We have clients around the globe, including major sports leagues and teams, and entertainment venues to support.
With great software comes great responsibility (and great opportunity!). We're looking for a Product Support Analyst who can provide excellent technical product support to our SGE clients with guidance from our Support Manager who you'll report to. You'll be supporting our customers and colleagues in the 1st Line team in the use of our product suite and resolution of complex technical issues, with a focus on IT related problems and network, payments, and printing issues. You will also work with colleagues in the 2nd Line team to provide timely solutions to bugs and other product issues. You'll have close working relationships with the Infrastructure Department and the Support Engineering (3rd Line) team.
What you'll do

• Provide effective second line support of SeatGeek Products to its Clients and the 1st Line Product Support Team
• Assist the Regional Product Support Manager in training and mentoring the 1st Line Product Support Team
• Log, record and document all case notes in support systems (Service Cloud and JIRA) in accordance with Company Policies and Procedures; ensuring that accurate records are maintained at all times
• Escalate support issues to the 3rd Line Support Engineering team where necessary; ensuring that all background information is presented
• Maintain a detailed knowledge and understanding of local clients, their requirements, integrations and system configuration
• Implement fixes and changes to SRO Instances in response to support cases
• On site support as required for the Implementation, Training or Program Management teams
• Through regular internal training workshops and self-learning, maintain an up to date working knowledge of SeatGeek Products; to include functionality therein and its wider integration with 3 rd party products
• Assist with testing of new releases and accurate reporting of any issues found; to include the creation and upkeep of user documentation
• Contribute to Global Product Support Team processes and policies with a view to improving client service
• Work with Global Product Support Management in optimizing and where possible automating services
• Liaise with (local) IT teams to sort all and any IT related problems, ticketing related (printing, payments, etc)
• Assist in researching and developing user requirements for new features within SRO
• Provide support to the wider Team as and when required

What you have

• Minimum 3 years experience in SaaS support or service setting
• Working knowledge of Microsoft Windows Server, SQL Server and .NET Applications
• Excellent interpersonal and communication skills which can be demonstrated in person, over the phone and in writing
• Ability to effectively communicate system or technical issues with non-technical audiences
• Ability to define problems, collect data, establish facts and draw valid conclusions
• A keen interest in the live entertainment or sport industries
• Previous SaaS Support experience using Service Cloud or, similar software applications
• The ability to work evenings and weekends as required
• Openness to traveling to travel up to 25% of the time

Perks

• Equity stake
• Flexible work environment, allowing you to work as many days a week in the office as you'd like or 100% remotely
• A WFH stipend to support your home office setup
• Flexible PTO
• Up to 16 weeks of paid family leave
• 401(k) matching program
• Health, vision, dental, and life insurance
• Annual subscriptions to Headspace, Ginger.io, and One Medical
• $120 a month to spend on tickets to live events
• Annual subscription to Spotify, Apple Music, or Amazon music

SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!