Lead Technical Support - POS

Location: Atlanta, Georgia, United States; in-office 5 days per week for the first 3–6 months, then in-office 3 days per week. Weekend, holiday, daytime, and/or evening hours may be required.

Base pay: $75,000 gross annually.

Company

hirify.global operates a global marketplace for buying and selling tickets to live events through hirify.global in North America and viagogo internationally.

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 to identify failures and contributing factors.
• Review escalations, validate investigations, resolve issues within scope, and distinguish product defects from configuration, integration, data, or workflow issues.
• Enable and configure seller marketplace integrations, validate prerequisites and connectivity, and document changes and outcomes.
• Use SQL, Snowflake, application logs, API activity, configuration history, and seller reports to investigate transactions, reconcile discrepancies, and determine issue scope.
• Reproduce suspected bugs, prepare actionable reports, consolidate duplicate reports, validate fixes, and communicate findings, workarounds, and progress to sellers and internal teams.
• Use Python scripts and approved AI investigation tools for analysis and repeatable troubleshooting, while coaching specialists on SQL, investigation methods, documentation, and escalation quality.

Requirements

• At least three years of experience in technical support, application support, or a related role, including independent ownership of complex escalations involving integrated systems.
• Experience leading technical investigations, reviewing escalations, and mentoring colleagues or serving as a technical point of contact.
• Strong hands-on SQL skills, including joins, aggregations, common table expressions, and window functions; practical experience with Snowflake or a comparable data platform.
• Experience reviewing application logs and monitoring data in Azure or AWS and correlating events using timestamps, transaction identifiers, or request identifiers.
• Experience reproducing software defects and writing actionable bug reports for Product Operations, Product, or Engineering teams.
• Hands-on experience enabling, configuring, or troubleshooting third-party integrations, including APIs, authentication, and data synchronization.
• Working Python scripting skills for data analysis, record comparison, and repeatable troubleshooting tasks.
• Experience using Salesforce to manage complex cases and investigation records, plus strong written communication and business-to-business customer support skills.
• Ability to investigate ambiguous issues, assess business impact, handle elevated access carefully, prioritize competing investigations, and work collaboratively with minimal direction.

Nice to have

• Experience supporting ticketing marketplaces, broker operations, or POS platforms, including inventory, listing, order, and fulfillment workflows.
• Experience using AI-assisted investigation tools and validating their output against system evidence.
• Familiarity with SQL and KQL for querying application logs and supporting investigations.
• A degree in information technology, computer science, data analytics, or a related field, or equivalent technical training and practical experience.
• Relevant certifications or technical training in Python scripting, SQL, KQL, software testing, or technical troubleshooting, including ISTQB Certified Tester Foundation Level, Microsoft Certified: Azure Administrator Associate (AZ-104), SnowPro Associate: Platform, or AWS Certified Cloud Practitioner.

Culture & Benefits

• Full-time position in an environment focused on accelerated skills and knowledge development.
• Paid time off, paid parental leave, and comprehensive health, vision, and dental insurance.
• 401(k) and a compensation package with benefits.