Full-Time

Product Support Analyst

Updated on 6/13/2024

SeatGeek

SeatGeek

501-1,000 employees

Mobile ticketing for sports, music, theater


Compensation Overview

$$30Hourly

+ WFH stipend + generous PTO + paid family leave + 401(k) matching + various subscriptions and perks for employees

Junior

Portland, OR, USA

Required Skills
Communications
Requirements
  • Problem-solving capabilities with 2+ years of experience working in a software support capacity for a SaaS company or similar experience
  • Strong communication skills and the ability to effectively communicate technical information with non-technical audiences
  • Basic knowledge of HTML, CSS, one or more computer languages as well as basic knowledge of SQL is a plus
  • An interest in technology, especially software (SaaS) support
  • Resiliency and the ability to stay positive, even on the most challenging calls
  • Ability to work independently and creatively to resolve complex issues in a dynamic environment
  • A passion for live events and software (SaaS) support
  • The ability to work one weekend day and take part in rotating after-hours on-call
Responsibilities
  • Receive, replicate, and analyze incoming software application support requests from clients through phone calls, chats, and emails in a high-pressure environment
  • Accurately log all relevant information in the support ticket in the issue tracking software while making sure the case information stays up to date at all times
  • Investigate software application issues using the available knowledge base, previous cases, and collaboration with other team members to resolve issues
  • Adjust the priority of issues raised to the Product Support Team based on provided guidelines and move them accordingly to appropriate queues
  • Escalate issues to 2nd level as necessary, providing steps to replicate, screenshots, and any additional relevant information such as log files (server traces)
  • Oversee assigned support cases while tracking related development fixes/product requests and communicating with clients and other teams
  • Through regular internal training workshops and self-learning, maintain an up-to-date working knowledge of SeatGeek products, including integrations with 3rd party products and hardware
  • Test/validate software application issues and bugs in both production and lower environments and work with the development team for a resolution

At SeatGeek, employees are part of a dynamic mobile ticketing marketplace that is reshaping the live event experience for sports, music, and theater. Leveraging cutting-edge consumer technology and having acquired TopTix, the company is a leader in providing an advanced, mobile-first ticketing solution. This focus on technology makes SeatGeek an ideal place for those who thrive in innovative environments that prioritize user experience and industry advancement.

Company Stage

Series E

Total Funding

$692.5M

Headquarters

New York, New York

Founded

2009

Growth & Insights
Headcount

6 month growth

4%

1 year growth

8%

2 year growth

33%

Benefits

Health insurance coverage

paid time off

Matching 401k program

Parental leave

Monthly ticket-purchase stipend for live events

Paid for subscriptions to services like One Medical, Ginger.io and Headspace

Team events

Flexible work environment - work remote or in the office as you please

Home office stipend