Apply on Employer Site

STAGE FRONT · 1 week ago

Technical Support & Systems Analyst

Columbia, MD 21046

Full-time

Hybrid

Entry, Mid Level

$65K/yr - $80K/yr

2+ years exp

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. They are seeking a detail-oriented, tech-savvy Support & Systems Specialist responsible for triaging and resolving technical issues, monitoring system performance, managing support tickets, and collaborating across teams to ensure their platforms run smoothly.

Information Technology & Services

H1B Sponsor Likely

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

Qualification

Technical support experienceSQLTroubleshooting skillsFreshdeskNew RelicJAMSProcess improvementCommunicationProblem-solvingTeam collaboration

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

Company

STAGE FRONT

Stage front is an information technology & services company.

Founded in 1984

Columbia, Maryland, USA

51-200 employees

https://stagefront.com/

H1B Sponsorship

STAGE FRONT has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (6)

2023 (1)

2022 (2)