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Salary: USD 75,000 - 75,000 / annual
StubHub is seeking a Lead Technical Support Specialist for Point of Sale (POS) systems to lead complex investigations across seller POS systems and marketplace integrations. This role serves as the technical escalation point for Product Operations and Product teams, combining strong SQL expertise, multi-system evidence analysis, and customer service excellence to resolve issues beyond standard support scope.
Key Responsibilities:
- Own complex or recurring POS and marketplace issues involving inventory, listings, pricing, order synchronization, and fulfillment. Trace transactions across connected systems to identify failures and contributing factors.
- Review escalations before they reach Product Operations, validating investigations, addressing evidence gaps, and distinguishing product defects from configuration, integration, data, or workflow issues.
- Enable and configure marketplace integrations for sellers using elevated access. Validate prerequisites, confirm connectivity and data flow, and document all changes and outcomes.
- Use SQL and Snowflake to investigate transaction history, join data across sources, reconcile discrepancies, and determine issue scope. Correlate findings with application logs, API activity, configuration history, and seller reports.
- Leverage approved AI investigation tools to develop hypotheses and organize findings, verifying conclusions against source records and distinguishing confirmed facts from assumptions.
- Reproduce suspected bugs and prepare comprehensive documentation for Product Operations review, including expected/actual behavior, reproduction steps, relevant identifiers, supporting evidence, affected sellers, workarounds, and business impact.
- Consolidate duplicate reports and help refine bug scope and priority. Partner with Product Operations and Product on open questions, validate fixes, and confirm seller impact resolution.
- Troubleshoot APIs and integrations using requests, responses, JSON payloads, authentication details, and status codes. Use Python scripts to analyze records, compare results, and automate repeatable investigation tasks.
- Communicate findings, next steps, workarounds, and progress clearly to sellers and internal teams. Manage sensitive escalations with empathy and sound business judgment.
- Coach technical support specialists on investigation methods, SQL, documentation, and escalation quality. Maintain troubleshooting guidance and identify recurring issues warranting product or process improvements.
You will guide other specialists while maintaining ownership of seller communication and follow-through. This full-time position may require weekend, holiday, daytime, and/or evening hours. The role will begin as in-office 5 days per week for the first 3-6 months, then shift to 3 days per week in-office to ensure cross-functional collaboration.
Requirements:
- 3+ years of technical support, customer success, or operations experience, with demonstrated expertise in troubleshooting complex systems and managing escalations.
- Strong SQL skills with ability to query databases, join data across sources, and analyze transaction history.
- Proficiency with Python scripting for automation and data analysis.
- Experience with APIs, integrations, and marketplace or e-commerce platforms.
- Familiarity with cloud data warehouses (Snowflake preferred) and log analysis tools.
- Excellent written and verbal communication skills, with ability to translate technical findings into actionable guidance for non-technical audiences.
- Demonstrated ability to mentor and coach others on technical investigation methods.
- Experience with point-of-sale systems, inventory management, or order fulfillment systems is a plus.
- Certifications or technical training in Python scripting, SQL, KQL, software testing, or technical troubleshooting are a plus (examples: ISTQB Certified Tester Foundation Level, Microsoft Certified: Azure Administrator Associate (AZ-104), SnowPro Associate: Platform, AWS Certified Cloud Practitioner).
