Junior Technical Support (POS) at StubHub in Atlanta, GA

Job description

StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we’re here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world. As a Junior Technical Support (POS) specialist, you will serve as the technical support layer between frontline teams and Product Operations and Product, supporting broker sellers using point of sale (POS) systems and marketplace integrations. You will investigate issues across the transaction lifecycle, connecting what happens in the seller’s POS system with what appears on marketplaces such as StubHub. This role requires both technical troubleshooting and strong customer service skills. You will communicate directly with sellers, own cases through resolution, and use business judgment to help keep their operations running. This Full-Time position may require weekend, holiday, daytime, and/or evening hours. Schedule options are as follows: Tues - Sat - 9-5:30pm OR Sun - Thu - 9-5:30pm This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration. What You'll Do: Own a portfolio of support cases from initial investigation through resolution, including cases escalated by frontline teams. Maintain clear next steps, provide timely updates, and confirm that the seller’s issue is resolved. Investigate POS and marketplace issues involving inventory, listings, pricing, order synchronization, and fulfillment. Trace transactions across connected systems to identify discrepancies and determine where a failure occurred. Use SQL and Snowflake to investigate transaction data, and Kusto Query Language (KQL) and cloud monitoring tools in Azure and AWS to review logs and connect system activity to reported seller issues. Troubleshoot APIs and integrations by reviewing requests, responses, JSON payloads, authentication errors, status codes, and synchronization behavior. Distinguish configuration or workflow issues from problems requiring deeper technical investigation. Assess the business impact of each issue, including affected orders, inventory availability, fulfillment deadlines, and disruption to seller operations. Prioritize cases based on urgency, scope, and customer impact. Build trusted relationships with broker sellers and internal account teams. Communicate professionally by email, phone, or chat, using clear explanations that match the seller’s technical understanding. Write accurate, well-structured emails that explain findings, actions taken, required next steps, and follow-up expectations. Manage difficult conversations with empathy, composure, and realistic commitments. Partner with frontline teams to investigate issues that require technical support. Resolve issues within your scope and coordinate with Product Operations and Product when further investigation or product changes are needed. Provide actionable escalations with relevant identifiers, timestamps, reproduction steps, logs, business impact, and troubleshooting already completed; retain ownership of seller communication. Explain product features, integration requirements, and marketplace workflows to help sellers use tools effectively and prevent repeat issues. Maintain complete case records and contribute to troubleshooting guides and knowledge articles. Identify recurring issues and share findings that support product and process improvements. Additional duties as assigned. Who You Are: An analytical problem solver who investigates systematically, validates assumptions against evidence, and knows when to escalate. A clear writer and confident communi