Hybrid Technical Support, Systems Analyst

at STAGE FRONT

• Job title: Technical Support, Systems Analyst
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $65,000 - $80,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: SQL
• Location requirements: Hybrid, Columbia, United States

About the role

• Technical Support & Systems Analyst resolving technical issues and managing support tickets for stage front's event ticket sales technology. Working remotely with collaboration across teams.

Responsibilities

• Monitor support channels (Freshdesk, chat, email) for new requests and incidents
• Self-assign and manage tickets from intake to resolution, escalating to development when needed
• Troubleshoot and resolve portal errors, login/VPN issues, failed integrations, and performance slowdowns
• Investigate root causes using tools such as SQL, New Relic, and JAM
• Proactively monitor JAMS job schedules, portal performance, and marketplace integrations
• Investigate job failures and performance anomalies, escalating critical issues as appropriate
• Identify recurring issues and recommend optimizations or fixes
• Manage marketplace event mapping and synchronization with external partners (e.g., StubHub, Ticketmaster)
• Resolve order processing failures, rejected orders, and synchronization errors
• Support bulk uploads, inventory adjustments, and auto-pricing tools
• Provision, modify, and deprovision user accounts across systems
• Reset passwords, assign credentials, and manage permissions for staff, contractors, and partners
• Work closely with Development, QA, PMO, Inventory, and Fulfillment teams to resolve issues
• Liaise with vendors and partners (QuickBooks, TicketNetwork, Zapier) for integrations and troubleshooting
• Maintain and refine knowledge base articles, support templates, and runbooks
• Suggest process improvements to streamline workflows and reduce errors

Requirements

• 2+ years in technical support, application support, or DevOps-related roles
• Strong troubleshooting skills with experience in ticket management systems (Freshdesk, Jira)
• Working knowledge of SQL for querying and data analysis
• Experience with monitoring tools (New Relic) and job scheduling tools (JAMS or similar)
• Excellent written and verbal communication skills
• Strong sense of ownership, follow-through, and proactive problem-solving
• Preferred: Experience with e-commerce, ticketing platforms, or system integrations
• Familiarity with API troubleshooting
• Exposure to order management systems (e.g., Salesforce)

Benefits

• Competitive salary and performance incentives
• Health, dental, and vision coverage
• 401(k) with company match
• Paid time off and holidays
• Flexible work arrangements