Technical Support & Systems Analyst

This position is 100% remote and follows Eastern Standard Time (EST) working hours. Candidates located in Maryland are required to report onsite once per week About Us Stage Front is a technology leader in the event ticket sales industry, providing tools and services enabling end-to-end management throughout the lifecycle of a ticket. Trusted for over 40 years in the industry, Stage Front is continuing to develop new ways to empower our users and take them to the next level. About the Role We are seeking a detail-oriented, tech-savvy Support & Systems Specialist to join our team. This role is responsible for triaging and resolving technical issues, monitoring system performance, managing support tickets, and collaborating across teams to ensure our platforms run smoothly. The ideal candidate thrives in a fast-paced environment, enjoys problem-solving, and can balance hands-on troubleshooting with proactive monitoring and process improvement. Key Responsibilities Technical Support & Incident Management • 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. System Monitoring & Maintenance • 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. Order, Inventory & Integration Support • 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. User Access & Account Administration • Provision, modify, and deprovision user accounts across systems. • Reset passwords, assign credentials, and manage permissions for staff, contractors, and partners. Cross-Functional Collaboration & Partner Coordination • 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. Documentation & Process Improvement • 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. • This role follows a standard Monday-Friday schedule, with the possibility of occasional weekend coverage as part of a rotation (may be in-office or remote). Preferred: • Experience with e-commerce, ticketing platforms, or system integrations. • Familiarity with API troubleshooting. • Exposure to order management systems (e.g., Salesforce). Benefits • Competitive salary and performance incentives • Health, dental, and vision coverage • 401(k) with company match • Paid time off and holidays • Flexible work arrangements Equal Opportunity Employer Stage Front is an equal opportunity employer and is committed to providing employment opportunities to all qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We celebrate diversity and are committed to creating an inclusive environment for all employees.