Junior Technical Support (POS)

StubHub • Atlanta, GA

1d • Onsite

About The Position

StubHub is seeking a Junior Technical Support (POS) specialist to provide technical support to broker sellers using point of sale (POS) 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 seller POS systems with marketplace results. It combines technical troubleshooting with customer service, requiring direct seller communication, case ownership through resolution, and business judgment to help keep seller operations running.

This is a full-time role that may require weekend, holiday, daytime, and/or evening hours. Schedule options are Tuesday through Saturday or Sunday through Thursday, 9:00 a.m. to 5:30 p.m. The position is in-office five days per week for the first three to six months, then shifts to three in-office 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 accurate 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 clearly explaining technical issues and resolutions in written customer communications.
• Analytical troubleshooting skills, including systematic investigation, evidence-based validation, and sound escalation judgment.
• 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 judgment and understanding of how technical failures affect sales, operational workload, fulfillment, and customer confidence.
• Organization and accountability, including 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 managing 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; maintain next steps, provide timely updates, and confirm resolution with sellers.
• Investigate POS and marketplace issues involving inventory, listings, pricing, order synchronization, and fulfillment.
• Trace transactions across connected systems to identify discrepancies and determine where failures 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 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 issues requiring deeper technical investigation.
• Assess business impact, including affected orders, inventory availability, fulfillment deadlines, and disruption to seller operations; prioritize cases by urgency, scope, and customer impact.
• Build relationships with broker sellers and internal account teams; communicate through email, phone, or chat with explanations suited to the seller’s technical understanding.
• Write accurate emails describing findings, actions taken, required next steps, and follow-up expectations; manage difficult conversations with empathy, composure, and realistic commitments.
• Partner with frontline teams on investigations, resolve issues within 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 completed, while retaining 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.
• Perform additional duties as assigned.

Benefits

• Accelerated growth environment and opportunities for skill and knowledge enhancement.
• Competitive compensation package.
• Generous paid time off.
• Comprehensive benefits package, including 401(k) and health, vision, and dental insurance.
• Paid parental leave.

What This Job Offers

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