Product Support Analyst

SeatGeek; United States; Remote; USD 34,000 - 49,000; Full time

Benefits offered by this job

Flexible work environment

WFH stipend

Unlimited PTO

Family leave (up to 16 weeks)

401(k) matching

Student loan matching

Health, vision, dental, and life ins.

Family building assistance (up to $25k

Wellness stipend ($500/yr)

Headspace subscriptions

Ticket credits ($120/mo)

Music subscriptions (Spotify/Apple/AM)

Job summary

SeatGeek is seeking a Product Support Analyst to provide exceptional technical software (SaaS) support to clients, under the guidance of the Support Manager. The role emphasizes learning about SeatGeek products, collaborating with teams, and delivering outstanding customer service in a fast-paced environment.

The position offers flexible work arrangements (office or remote), training opportunities, and a comprehensive perks package designed to support work-life balance and career growth.

Qualifications

• 2+ years SaaS software support experience.
• Ability to explain technical concepts to non-technical audiences.
• Basic HTML/CSS and SQL knowledge a plus.

Responsibilities

• Receive, replicate, and analyze incoming software application support requests from clients through phone calls, chats, and emails in a high-pressure environment.
• Log all relevant information in the support ticketing system and keep case data up to date.
• Investigate software issues using knowledge base, past cases and collaborate with teammates to resolve issues.
• Adjust issue priorities and route to appropriate queues per guidelines.
• Escalate issues to 2nd level with replication steps, screenshots, and logs as needed.
• Oversee assigned support cases and coordinate with clients and other teams on fixes.
• Maintain up-to-date knowledge of SeatGeek products and integrations through training and self-learning.
• Test/validate issues in production and staging environments with development team.

Skills

Problem solving

Communication

HTML/CSS basics

SQL basics

Independent work

Customer service

Tech enthusiasm

Flexibility with shifts

Job description

SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude we’re simplifying and modernizing the ticketing industry. We’re proud to partner with some of the most recognized names across the globe, including the Dallas Cowboys, Liverpool F.C. as well as the NFL, MLS, and half of the English Premier League.With great software comes great responsibility (and great opportunity!). We’re looking for a Product Support Analyst who can provide excellent technical software (SaaS) support to our clients with guidance from our Support Manager, who you'll report to. If you love learning new technology inside and out, enjoy collaborating with our teams and external clients, and are just as passionate about providing ridiculously good customer service as we are, we'd love to hear from you.

What You'll Do

• 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

What You Have

• 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
• Ability to work one weekend day and take part in rotating after-hours on-call
• Ability to work one of the following 8 hour shifts: Sunday-Thursday 10am-6pm PT or Tuesday-Saturday 10am-6pm PT

Perks

• Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
• A WFH stipend to support your home office setup
• Unlimited PTO
• Up to 16 weeks of fully-paid family leave
• 401(k) matching
• Student loan matching program
• Health, vision, dental, and life insurance
• Up to $25k towards family building, reproductive health services and Gender-affirming care
• $500 per year for wellness expenses
• Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
• $120 per month to spend on tickets to live events
• Annual subscription to Spotify, Apple Music, or Amazon music

The salary for this role is $30/hr. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.

SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings.

Come join us!