Lead Technical Support - POS

StubHub • Atlanta, GA

1d • Onsite

About The Position

StubHub is seeking a Lead Technical Specialist (POS) to lead complex investigations involving seller point-of-sale systems and marketplace integrations. The role serves as the technical review point for escalations to Product Operations and Product, using elevated system access to enable seller integrations and resolve issues outside the scope of other technical support specialists. The specialist uses SQL, evidence from multiple systems, and customer service expertise to determine what happened, assess seller impact, and prepare actionable bug reports. The role also guides other specialists while retaining ownership of seller communication and follow-through.

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

The successful candidate is a technically skilled investigator and trusted lead who can work through ambiguity, validate conclusions against evidence, communicate clearly with sellers and internal teams, assess business impact, and use elevated access responsibly. They will work independently and collaboratively, prioritize investigations, mentor colleagues, and help identify product and process improvements.

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, 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.
• Strong written communication and business-to-business customer support skills.
• Ability to investigate ambiguous issues using multiple sources of evidence, assess business impact, prioritize competing investigations, and work independently with minimal direction.
• Care and accountability when using elevated access, including attention to authorization, data accuracy, change documentation, and validation.

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 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, address missing evidence, resolve issues within authorized scope, and distinguish product defects from configuration, integration, data, or workflow issues.
• Enable and configure seller marketplace integrations using authorized elevated access; validate prerequisites and connectivity, confirm expected data flow, and document changes and outcomes.
• Use SQL and Snowflake to investigate transaction history, join data across sources, reconcile discrepancies, and determine issue scope.
• Correlate investigation findings with application 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 them for Product Operations review, documenting expected and actual behavior, reproduction steps, 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 to resolve open questions, validate fixes against original issues, 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 clearly to sellers and internal teams; manage 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 and opportunities for skill and knowledge enhancement.
• Top-tier compensation package.
• Generous paid time off.
• Comprehensive benefits package including 401(k), health insurance, vision insurance, dental insurance, and paid parental leave.

What This Job Offers

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