[Hiring] Senior Product Solutions Specialist @Live Nation Entertainment

Role Description

The Senior Product Solutions Specialist, Microflex App Support, provides support to Ticketmaster staff using the Microflex ticketing platform and related products throughout Europe and the emerging markets, with a strong emphasis on client support.

As a Senior Product Solutions Specialist, you'll be part of a team providing oversight and office hours and on-call support of the infrastructure and services that power the Microflex ticketing platform. Members of the Application Support team must:

• Work independently and multi-task among several concurrent problems.
• Perform triage and prioritization as necessary with discretion and pragmatic judgment.
• Compile solutions across a broad technology stack while working with engineering teams on long-term fixes.
• Work with the wider technology team to reduce support requests per client.

This role requires a detailed knowledge of Ticketmaster’s ticketing systems and associated product functionality.

Responsibilities

• Acquire a detailed knowledge of the Ticketmaster ticketing platforms.
• Keep abreast of new products and technologies pertinent to Ticketmaster.
• Respond to all international businesses’ requests for support or information on the ticketing systems and associated products’ functionalities.
• Prioritize support requests appropriately and apply the processes and procedures defined by the Product Solutions / Microflex App Support Management.
• Test any problems reported and take the appropriate measures to correct them and manage the bug process.
• Work with the Tier 2 and 3 support teams to ensure that escalated issues are resolved as quickly as possible.
• Take ownership of reported issues and work with the relevant groups to resolve.
• Provide advanced training sessions on the ticketing system and associated technical services and product functionalities.
• Participate in the management of business disruptions, fixing issues where appropriate and communicating progress to the business on behalf of Operations.
• Take a proactive role in promoting the department and ensuring that it is at the forefront of the Ticketmaster business.
• Implement activities that generally impact multiple components/processes and the work of own and several other units/teams/projects.
• Work on significant and unique issues where analysis of situations or data requires an evaluation of intangibles.
• Create formal networks involving coordination among groups.

Qualifications

• Minimum of 2 years in software product support in a remote environment.
• Prior Ticketmaster or ticketing experience required.
• Advanced product knowledge and understanding of the developer’s language, such as SQL, HTML, XML or a programming language.
• Excellent communication skills.
• Attention to detail and ability to analyze and solve problems.
• Proficient in Microsoft Office.
• Excellent time management and organizational skills.
• Experience with Incident and change management, ITIL.
• Demonstrates strong mentoring skills.
• Demonstrates ownership and responsibility.
• Travel to some international markets may be necessary; therefore, all members of Product Solutions, Microflex App Support are required to have a full passport.

Requirements

• BA/BS degree in computer science or related field or relevant work experience in lieu of degree (desirable).
• Proficiency in PowerShell for operations scripts and text processing (preferred).
• Troubleshooting skills ranging from diagnosing low-level API request issues to large-scale issues with correlating data between various APIs.
• Experience with configuration management systems.
• Willingness to work in an agile application support environment.
• Experience with analysis tools such as Splunk, Kibana, and Zabbix.
• Understanding of networking principles and the ability to use basic network troubleshooting tools.
• Working knowledge of one or more database products (MSSQL, MySQL, etc.).
• Knowledge of Service Management tooling, such as Jira and Salesforce, is a plus.

Benefits

• Inclusive environment that encourages bringing your whole self to work.
• Support for balancing work and home life.
• Opportunities for professional and personal development.
• Encouragement to learn from talented colleagues.