Abuse Operations Support Engineer

Job Description

Job DESCRIPTION – Application Support Engineer - (T1)

Location: Hollywood, CA

Division : Ticketing Technology

Contract Terms: Permanent, Fixed Term, 40 hours per week (if full time)

THE TEAM

The Application Support teams provide a Tier 2 technical support that seeks resolution to technical issues raised by the Ticketmaster international market teams related to the products and services used by Ticketmaster Abuse Prevention. At first touch, the team aims to resolve where possible and escalate to other technology teams where necessary and liaise between Onsales and engineering teams for escalated incidents. They provide expert Onsales coordination and perform analysis and remediation of abuse for supported products and services, ensuring that we maintain a high standard from diagnostics and communication to complete resolution. The team are key to protecting client inventory and support and work collaboratively with Product and software engineering teams to continuously improve service levels.

A crucial part of the teams' ambition is to actively reduce operational effort by creating/improving automation or working with Software/Platform Engineering teams to improve self-healing and self-service tooling, documentation, FAQs, or tooling.

THE JOB

As an Application Support Engineer, you'll be part of a team providing oversight and office hours and on-call support of the infrastructure and services that power Ticketmaster Abuse Prevention. Members of the Abuse Ops team must work independently and multi-task among several concurrent problems, perform triage and prioritization as necessary with discretion and pragmatic judgment, including marshalling the necessary internal resources during high-pressure situations. This role requires a strong sense of responsibility and problem ownership through to completion. This role requires compiling solutions across a broad technology stack whilst working with engineering teams on long-term fixes. This role will also require working with the wider technology team to reduce support requests per client whilst helping accelerate the client base's growth. At Ticketmaster, our people embrace these qualities, so if this sounds like you, then please read on!

WHAT YOU WILL BE DOING
• Feed into the design and automation of tools, services, APIs, client and fan facing applications.
• Providing 2nd line support to internal Ticketmaster teams
• Supporting wider Ticketmaster teams to help troubleshoot using product & technical knowledge
• Independently learn new technologies and master the Ticketmaster products and services so that you can provide 'full-stack' diagnostics, when necessary, to help determine the root cause of issues, where appropriate help our integrators through their issues.
• Attend discovery sessions and where appropriate daily stand-ups with software and platform engineering teams.
• Providing accurate, constructive feedback with positive engagement to other Ticketmaster teams is a vital responsibility.
• Perform periodic on-call duty as part of a global team monitoring the availability and performance of the Ticketmaster sites and APIs used by third-party services, as well as the various internal services and systems on which these interfaces depend.
• Ensure integration documentation is up to date and to a high standard, this team will provide the subject matter expertise to ensure we offer a high-quality service to our stakeholders.
• Provide technical assistance to other business units for all abuse issues on operating the production environment.
• • Help integrators in troubleshooting issues they face with abuse remediation solutions, whilst ensuring that how-to guides are continually improved.
• Updating and maintaining runbooks and documentation and taking appropriate internal documentation as a starting point to creating stakeholder-facing integration documentation.
• Using expertise gathered from working with integrators to help with third party configuration enhancements.
• Advanced troubleshooting techniques while comfortable with in-house and external technologies

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• BA/BS degree in computer science or related field or relevant work experience in lieu of degree.
• Proficiency in Bash or Python for operations scripts and text processing is expected.
• Troubleshooting skills ranging from diagnosing low-level request issues to large-scale issues with correlating data between various third party partners and in-house systems.
• Experience with bot detection and blocking systems.
• Experience working in an agile development environment.
• Experience with HTTP protocol and basic web systems, and analysis tools such as Splunk and Kibana/ELK stack.
• Prior experience in a fast-paced environment, resolving multiple interrupt-driven priorities simultaneously.
• Working knowledge of one or more database products (Oracle, MySQL, etc.)
• Experience with Incident and change management, ITIL

YOU (BEHAVIORAL SKILLS)
• Passionate and motivated, resourceful, innovative, forward-thinking
• Committed and able to adapt quickly
• You have experience in working within an agile environment
• Excellent collaboration skills to enable full cooperation with the wider Technology teams
• Strong communication skills and the ability to collaborate closely with remote team members.
• Ability to work independently whilst ensuring that new knowledge; is shared with peers, and fed back to the wider technology team.

TICKETMASTER VALUES

Reliability – We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team.

Integrity – We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.

Live Nation's policy regarding vaccinations and masking will evolve based upon updated regulations and factors related to COVID-19. Currently, we strongly encourage employees to be fully vaccinated or have received a negative COVID test within [24] hours of entering an office.

CULTURE

We 're fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We're not just selling tickets (though we do that better than anyone else), we're enriching lives one amazing experience at a time. And we think that's pretty amazing. If you're passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

We have a 'Fan First' mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the 'Fan' you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world-class experiences – Fan First.

Jobcode: Reference SBJ-g309xn-3-133-12-172-42 in your application.