Location: Baltimore, MD (Hybrid/Remote flexibility possible)
Employment Type: Full-Time
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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.
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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.
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Key Responsibilities
Technical Support & Incident Management
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Monitor support channels (Freshdesk, chat, email) for new requests and incidents.
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Self-assign and manage tickets from intake to resolution, escalating to development when needed.
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Troubleshoot and resolve portal errors, login/VPN issues, failed integrations, and performance slowdowns.
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Investigate root causes using tools such as SQL, New Relic, and JAM.
System Monitoring & Maintenance
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Proactively monitor JAMS job schedules, portal performance, and marketplace integrations.
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Investigate job failures and performance anomalies, escalating critical issues as appropriate.
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Identify recurring issues and recommend optimizations or fixes.
Order, Inventory & Integration Support
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Manage marketplace event mapping and synchronization with external partners (e.g., StubHub, Ticketmaster).
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Resolve order processing failures, rejected orders, and synchronization errors.
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Support bulk uploads, inventory adjustments, and auto-pricing tools.
User Access & Account Administration
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Provision, modify, and deprovision user accounts across systems.
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Reset passwords, assign credentials, and manage permissions for staff, contractors, and partners.
Cross-Functional Collaboration & Partner Coordination
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Work closely with Development, QA, PMO, Inventory, and Fulfillment teams to resolve issues.
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Liaise with vendors and partners (QuickBooks, TicketNetwork, Zapier) for integrations and troubleshooting.
Documentation & Process Improvement
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Maintain and refine knowledge base articles, support templates, and runbooks.
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Suggest process improvements to streamline workflows and reduce errors.
