Support Engineer (Remote - US)

At TixTrack, we support our clients by creating superior ticketing solutions for performing arts, cultural institutions, attractions and immersive experiences through a combination of modern technology, beautifully simple design, and the art of listening.

Founded in Los Angeles, we are a small, but growing team of hardworking, highly motivated individuals. We are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.

With a presence across both the US and international markets such as the UK and New Zealand, we are anticipating robust growth in 2024-25.

Even with a highly dispersed, largely remote workforce, we stay connected through our Slack channels, virtual events and regional meetups. Come see how we “role”.

Job Summary

The Support Engineer provides the first line of engineering and technical support after traditional customer support channels are unable to resolve a production system issue or technical question. This role serves as the gatekeeper between Ticketing Services team members collaborating directly with customers and the Engineering / Product teams to improve both customer relationships and the Ticketure product. This position reports directly to the VP of Ticketing Services.

This position is full-time and remote. Although this is largely a remote role, there may be times where you will be expected to travel and/or get together in-person.

Essential Duties And Responsibilities

• Assist customers and internal team members in troubleshooting technical challenges raised via customer calls or Zendesk tickets and ensure the product and its features work as intended.
• Identify features that do not work as intended and file bug reports to Jira for the product team evaluation and prioritization.
• Liaise internally with various Engineering sub-teams, when necessary, based on technical challenges and support cases.
• Link bug and feature request tickets logged in Jira to Zendesk tickets and communicate back to Ticketing Services when related items are worked on and released/fixed by the Development team.
• Collaborate with Product / Ticketing Services on process for tracking support-related bugs and feature requests - logging and prioritization.
• Contribute actively to Product / Ticketing Services knowledge bases and other product-related and technical documentation.
• Develop flowcharts, layouts, and/or documentation to identify requirements and propose solutions.
• Work closely with customers and cross-functional departments to communicate API and integration capabilities of the system.
• Serve as a product expert on Kibana to help support Ticketing Services in customer requests and issues.
  
  

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

Minimum Requirements

• Bachelor’s degree in Computer Science, Engineering, or related field.
• At least 3 years of software engineering or development experience and/or previous experience in a technical customer support role.
• Hands-on experience with HTML, CSS, JS - ability to read, interpret, and summarize code and error logs.
• Knowledge of ElasticSearch and Kibana preferred.
• Experience with cloud-based infrastructure, DNS, networking, storage, logging, and monitoring tools is a plus.
• Understanding of software development and testing methodologies and deployment practices is a plus.
  
  

Essential Skills

• Strong oral and written communication skills.
• Ability to work independently and manage multiple projects and deadlines.
• Possess strong analytical and problem-solving skills.
• Ability to troubleshoot and use deductive reasoning to solve difficult production issues.
• Possess a strong resolve to see long-running tasks through from inception to resolution.
• Strong customer service skills.
• Excellent organizational skills with high attention to detail.
  
  

Equipment/Software/Tools

• Google Suite
• Slack
• JIRA
• ElasticSearch / Kibana
• Zendesk
• Teamwork
  
  

Our Core Values

Find Harmony - We confidently manage our work priorities and feel comfortable taking time to enjoy life outside of work.

Have a Clear View - We are transparent and honest, understand our roles, and know how we contribute.

Be a Fan - We are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.

Welcome All - We are a diverse group of employees that come together as a team, without ego, and do great work.

Perform at Your Best – We are committed to our customers success, always willing to listen and improve, to ensure our products exceed expectations.

Commitment to Diversity

TixTrack is committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

We strive to ensure a welcoming work environment where everyone belongs and is valued, encouraged, & respected. We embrace and celebrate the unique experiences, perspectives, and cultural backgrounds that each employee brings to our workplace.

We are focused on building a culture that acknowledges and values diversity, equity, and inclusion.

Compensation & Perks

• Base annual salary range of $75,000 - $95,000, commensurate with experience.
• Annual bonus based on performance and company success
• 100% paid medical, dental and vision benefits for employee and dependents
• Company-paid life insurance
• Traditional and Roth 401k plans
• Learning & development opportunities
• Flexible scheduling
• Generous PTO and holiday schedule
• Remote work environment
  
  

Our team is here to support you throughout the hiring process with reasonable accommodations. We strive to provide an unbiased and equitable interview experience for all applicants. If you need assistance applying for a role due to a disability or special need, please let us know by emailing accommodations@tixtrack.com.