Lead Technical Support - POS

StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we’re here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.
About the Role
As a Lead Technical Specialist (POS), you will lead complex investigations across seller point of sale (POS) systems and marketplace integrations and serve as the technical review point for escalations to Product Operations and Product. You will use elevated system access to enable seller integrations and resolve issues beyond the scope of other technical support specialists. Combining strong SQL skills, evidence from multiple systems, and customer service expertise, you will determine what happened, assess seller impact, and prepare clear, actionable bug reports. You will also 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.
This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration.
What You Will Do
Own complex or recurring POS and marketplace issues involving inventory, listings, pricing, order synchronization, and fulfillment. Trace transactions across connected systems and reconstruct the sequence of events to identify failures and contributing factors.
Review escalations before they reach Product Operations. Validate the investigation, address missing evidence, resolve issues within your access and scope, and distinguish product defects from configuration, integration, data, or workflow issues.
Enable and configure marketplace integrations for sellers using authorized elevated access. Validate prerequisites, confirm connectivity and expected data flow, and document changes and outcomes.
Use SQL and Snowflake to investigate transaction history, join data across sources, reconcile discrepancies, and determine the scope of an issue. Correlate findings with application logs, API activity, configuration history, and seller reports.
Use approved AI investigation tools to develop hypotheses and organize findings. Verify conclusions against source records and logs, distinguish confirmed facts from assumptions, and identify remaining evidence gaps.
Reproduce suspected bugs and prepare them for Product Operations review. Document expected and actual behavior, reproduction steps, relevant identifiers and timestamps, supporting evidence, affected sellers or transactions, 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 against the original issue, and confirm that seller impact has been addressed.
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, translating technical detail into practical guidance.
Coach technical support specialists on investigation methods, SQL, documentation, and escalation quality. Maintain troubleshooting guidance and identify recurring issues that warrant product or process improvements.
Who You Are
A technical investigator who can work through ambiguous issues, challenge assumptions, and build a supported explanation from multiple sources of evidence.
A trusted technical lead who improves the quality of others’ work through clear feedback, knowledge sharing, and practical guidance.
A strong writer and customer service professional who builds seller trust, manages expectations, and maintains ownership through complex investigations.
Business-minded, with the judgment to assess revenue exposure, fulfillment deadlines, operational disruption, and the urgency of seller issues.
Accountable and careful when using elevated access, with attention to authorization, data accuracy, change documentation, and validation.
Organized and collaborative, with the ability to prioritize competing investigations and work independently with minimal direction.
What You Have Done