Junior Technical Support & Systems Analyst

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Job Summary:

Stage Front is a technology leader in the event ticket sales industry, providing tools and services for end-to-end management of ticket sales. They are seeking a detail-oriented, tech-savvy Support & Systems Specialist to triage and resolve technical issues, monitor system performance, and collaborate across teams to ensure smooth platform operations.

Responsibilities:

• Monitor support channels (Freshdesk, chat, email) for new requests and incidents.

• Self-assign and manage tickets from intake to resolution, escalating to development when needed.

• Troubleshoot and resolve portal errors, login/VPN issues, failed integrations, and performance slowdowns.

• Investigate root causes using tools such as SQL, New Relic, and JAM.

• Proactively monitor JAMS job schedules, portal performance, and marketplace integrations.

• Investigate job failures and performance anomalies, escalating critical issues as appropriate.

• Identify recurring issues and recommend optimizations or fixes.

• Manage marketplace event mapping and synchronization with external partners (e.g., StubHub, Ticketmaster).

• Resolve order processing failures, rejected orders, and synchronization errors.

• Support bulk uploads, inventory adjustments, and auto-pricing tools.

• Provision, modify, and deprovision user accounts across systems.

• Reset passwords, assign credentials, and manage permissions for staff, contractors, and partners.

• Work closely with Development, QA, PMO, Inventory, and Fulfillment teams to resolve issues.

• Liaise with vendors and partners (QuickBooks, TicketNetwork, Zapier) for integrations and troubleshooting.

• Maintain and refine knowledge base articles, support templates, and runbooks.

• Suggest process improvements to streamline workflows and reduce errors.

Qualifications:

Required:

• 2+ years in technical support, application support, or DevOps-related roles.

• Strong troubleshooting skills with experience in ticket management systems (Freshdesk, Jira).

• Working knowledge of SQL for querying and data analysis.

• Experience with monitoring tools (New Relic) and job scheduling tools (JAMS or similar).

• Excellent written and verbal communication skills.

• Strong sense of ownership, follow-through, and proactive problem-solving.

Preferred:

• Experience with e-commerce, ticketing platforms, or system integrations.

• Familiarity with API troubleshooting.

• Exposure to order management systems (e.g., Salesforce).

Company:

Stage Front offers audiovisual services for research, communication, entertainment, and education. Founded in 1978, headquartered in Savannah, Georgia, USA, team size 51-200 employees, currently Growth Stage. Stage Front has a track record of offering H1B sponsorships.