Lead Technical Support - POS

StubHub • Atlanta, GA

2d • Hybrid

About The Position

StubHub is seeking a Lead Technical Specialist focused on point-of-sale (POS) systems and marketplace integrations. The role leads complex investigations, serves as a technical review point for escalations to Product Operations and Product, and uses elevated system access to enable seller integrations and resolve issues beyond the scope of other technical support specialists. The position combines SQL-based investigation, evidence gathering across systems, customer service, and preparation of clear, actionable bug reports. The specialist also guides other technical support staff while retaining ownership of seller communications and follow-through.

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

StubHub is a global marketplace for buying and selling tickets to live events. Its platforms serve customers in 195 countries, in 33 languages and 49 currencies.

Requirements

• 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, for investigating transaction behavior and reconciling 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.
• Strong written communication and business-to-business customer support skills.

Nice To Haves

• 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 with SQL and 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; examples include ISTQB Certified Tester Foundation Level, Microsoft Certified: Azure Administrator Associate (AZ-104), SnowPro Associate: Platform, and AWS Certified Cloud Practitioner.

Responsibilities

• Own investigations into complex or recurring POS and marketplace issues involving inventory, listings, pricing, order synchronization, and fulfillment.
• Trace transactions across connected systems and reconstruct events to identify failures and contributing factors.
• Review escalations before they reach Product Operations, validate investigations and evidence, resolve issues within scope, and distinguish product defects from configuration, integration, data, or workflow issues.
• Enable and configure seller marketplace integrations using authorized elevated access; validate prerequisites, connectivity, and data flow, and document changes and outcomes.
• Use SQL and Snowflake to investigate transaction histories, join data across sources, reconcile discrepancies, and assess issue scope; correlate results with logs, API activity, configuration history, and seller reports.
• Use approved AI investigation tools to develop hypotheses and organize findings, then verify conclusions against source records and logs and identify evidence gaps.
• Reproduce suspected bugs and prepare actionable reports for Product Operations, including expected and actual behavior, reproduction steps, identifiers, timestamps, evidence, affected sellers or transactions, workarounds, and business impact.
• Consolidate duplicate reports, help refine bug scope and priority, partner with Product Operations and Product on open questions, validate fixes, and confirm 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 to sellers and internal teams, managing sensitive escalations with empathy and sound business judgment.
• 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.

Benefits

• Accelerated growth environment designed to support rapid skill and knowledge enhancement.
• 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: Senior
• Education Level: No Education Listed