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

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

Equity stake
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

Product Support Analyst

Key skills