Technical Support Analyst

| Portland, OR +71 more | Remote
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SeatGeek Enterprise is paving the way for the future of ticketing by opening up the industry. We have clients around the globe, including major sports leagues and teams, and entertainment venues to support.

With great software comes great responsibility (and great opportunity!). We’re looking for a Product Support Analyst who can provide excellent technical product support to our SGE 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

  • Provide effective second line support of SeatGeek Products to its Clients and the 1st Line Product Support Team
  • Assist the Regional Product Support Manager in training and mentoring the 1st Line Product Support Team
  • To log, record and document all case notes in Service Cloud in accordance with Company Policies and Procedures; ensuring that accurate records are maintained at all times
  • To escalate support issues to the 3rd Line Support Engineering team where necessary; ensuring that all background information is presented  
  • To maintain a detailed knowledge and understanding of local clients, their requirements, integrations and system configuration
  • To implement fixes and changes to SRO Instances in response to support cases
  • On site support as required for the Implementation, Training or Program Management teams
  • Through regular internal training workshops and self-learning, maintain an up to date working knowledge of SeatGeek Products; to include functionality therein and its wider integration with 3rd party products
  • Assist with testing of new releases and accurate reporting of any issues found; to include the creation and upkeep of user documentation
  • To contribute to Global Product Support Team processes and policies with a view to improving client service
  • Work with Global Product Support Management in optimising and where possible automating services.
  • Assist in researching and developing user requirements for new features within SRO
  • Provide support to the wider Team as and when required.

What you have

  • Minimum 3 years experience in SaaS support or service setting
  • Excellent interpersonal and communication skills which can be demonstrated in person, over the phone and in writing
  • Ability to effectively communicate system or technical issues with non-technical audiences
  • Ability to define problems, collect data, establish facts and draw valid conclusions
  • A keen interest in the live entertainment or sport industries 
  • Previous SaaS Support experience using Service Cloud or, similar software applications
  • The ability to work evenings and weekends as required
  • Openness to traveling to travel up to 25% of the time

Perks

  • Equity stake in a well-funded growth stage company
  • A hybrid in-office approach, allowing you to work remotely a couple of days a week
  • A WFH stipend to support your home office setup
  • The ability to work from anywhere up to four weeks per year with SeatGeek on Tour
  • Benefits package that supports health/dental/vision. We also provide annual subscriptions to Headspace, Ginger.io, and One Medical 
  • A focus on transparency. We have regular company meetings and Q&A panels where employees can chat openly with teams across SeatGeek, our co-founders, and external guests from the industry
  • $120 a month to spend on tickets to live events
  • Annual subscription to Spotify, Apple Music, or Amazon music

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!

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Candidate Location Eligibility:
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Detroit, MI
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlexFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • LookerAnalytics
    • SketchDesign
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • Google HangoutsCollaboration
    • SlackCollaboration
    • ZoomCollaboration
    • AsanaProject Management

An Insider's view of SeatGeek

What are some social events your company does?

The importance of gathering is baked into our DNA at SeatGeek! We always take time to celebrate milestones together, whether in person or virtually, and, while we throw an amazing End of Year party, my favorite events are a little more personal! We empower employees to create their own social events from fitness classes to crafting or or tv nights!

Erin

Workplace & People Programs Manager

What projects are you most excited about?

An ongoing project I am excited about is the redesign of one of the core flows in our app. It is a high impact, cross functional initiative and I love how we’ve been able to implement a new technical foundation, introduce new features, and improve the user experience. I’m looking forward to the initial release and gathering insights from consumers!

Jenny

Software Engineer II

How do you empower your team to be more creative?

We encourage teams to solve problems and create delightful customer experiences, not implement pre-defined solutions. Our teams leverage research/data to understand our customers needs and behaviors, but we also believe that giving teams the space to be creative during a discovery phase opens the possibilities of what they can come up with.

Bree

Director, Product Management

What are SeatGeek Perks + Benefits

SeatGeek Benefits Overview

At SeatGeek, two of our goals related to benefits and perks are wellness and work/life balance. Whether it's generous time off or subscriptions for mental and physical wellbeing, we want to make sure employees are taken care of at work and outside of it.

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
We partner with DEI job boards and employer branding channels. We also priorities HBCUs and underrepresented groups at colleges nationwide each year during campus recruiting for our R&D team.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Relocation assistance
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

SeatGeek employees receive a monthly ticket-purchase stipend for live events!

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