Junior Technical Support (POS)

StubHub • Atlanta, GA

2d • Hybrid

About The Position

StubHub is seeking a Junior Technical Support (POS) specialist to provide technical support for broker sellers using point-of-sale systems and marketplace integrations. The role serves as a technical support layer between frontline teams and Product Operations and Product, investigating issues across the transaction lifecycle and connecting activity in sellers’ POS systems with what appears on marketplaces such as StubHub. It combines technical troubleshooting with customer service, direct seller communication, case ownership, and business judgment.

The specialist owns support cases through resolution, investigates inventory, listing, pricing, order synchronization, and fulfillment issues, and uses transaction data, logs, and integration details to identify the source of problems. The role works with SQL, Snowflake, KQL, Azure and AWS monitoring tools, and API troubleshooting methods. It also requires assessing business impact, prioritizing cases, keeping sellers informed, and coordinating actionable escalations with internal teams while retaining ownership of seller communications.

The position is full-time and may require weekend, holiday, daytime, and/or evening hours. It begins in-office five days per week for the first 3–6 months, then shifts to in-office three days per week to support cross-functional collaboration.

Requirements

• 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 providing timely, professional follow-through.
• Hands-on experience using Salesforce to manage support cases, document investigations, track follow-up actions, and maintain customer records.
• Working knowledge of SQL and Kusto Query Language (KQL), including the ability to write and interpret queries to investigate transaction discrepancies and application errors.
• Practical familiarity with Snowflake for data investigation and 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.
• Analytical and systematic problem-solving skills, including validating assumptions against evidence and recognizing when to escalate.
• Clear writing and confident communication skills, including the ability to translate technical findings into practical guidance for business customers.
• Customer focus and relationship-management skills, with the ability to understand seller needs and follow through on commitments.
• Business understanding of how technical failures affect sales, operational workload, fulfillment, and customer confidence.
• Organization and accountability, with the ability to manage multiple cases, prioritize competing needs, and maintain accurate documentation in a high-volume environment.
• Adaptability, collaboration, sound judgment, attention to detail, and willingness to learn evolving products, policies, and technical tools.

Nice To Haves

• 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.

Responsibilities

• Own support cases from initial investigation through resolution, including cases escalated by frontline teams; communicate next steps and updates, and confirm resolution.
• Investigate POS and marketplace issues involving inventory, listings, pricing, order synchronization, and fulfillment by tracing transactions across connected systems.
• Use SQL and Snowflake to investigate transaction data, and KQL and Azure and AWS cloud monitoring tools to review logs and relate system activity to reported issues.
• Troubleshoot APIs and integrations by reviewing requests, responses, JSON payloads, authentication errors, status codes, and synchronization behavior; distinguish configuration or workflow issues from those needing deeper investigation.
• Assess business impact, including affected orders, inventory availability, fulfillment deadlines, and disruption to seller operations, and prioritize cases by urgency, scope, and customer impact.
• Build trusted relationships with broker sellers and internal account teams, communicating professionally by email, phone, or chat in language suited to the seller’s technical understanding.
• Write clear emails explaining findings, actions taken, required next steps, and follow-up expectations; handle difficult conversations with empathy, composure, and realistic commitments.
• Partner with frontline teams on technical investigations, resolve issues within scope, and coordinate further investigation or product changes with Product Operations and Product.
• Provide actionable escalations with relevant identifiers, timestamps, reproduction steps, logs, business impact, and troubleshooting completed, while retaining ownership of seller communication.
• Explain product features, integration requirements, and marketplace workflows to help sellers use tools effectively and prevent recurring 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.
• Perform additional duties as assigned.

Benefits

• Accelerated growth environment with opportunities to develop skills and knowledge and scale a career.
• Top-tier compensation package and competitive benefits.
• Generous paid time off.
• 401(k).
• Health insurance.
• Vision insurance.
• Dental insurance.
• Paid parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed