Director of Systems Engineering at Fiserv overseeing a team and managing systems infrastructure. Responsible for planning, strategies, and ensuring efficient system design and implementation.
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
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