Remote‑Friendly SaaS Product Support Specialist

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 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.