Product Support Specialist

Company Information
For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

Job Summary

The Product Support Specialist is responsible for overseeing the portfolio of enterprise and consumer products to ensure the systems and tools meet current and future business needs for AEG Presents' internal teams and end users. This role will also involve analyzing processes and data to identify improvement opportunities, configuring support tools, creating documentation, and training materials, collaborating cross-functionally to troubleshoot issues, and establishing best practices.

Essential Functions

• Provides tier 2 support for consumer and enterprise products, troubleshooting issues, and collaborating with internal teams to resolve complex technical problems
• Facilitates end-to-end task delivery for mobile app projects using project management tools (e.g., Jira) to track tasks, meet deadlines, provide stakeholder updates, gather requirements, assemble documentation and assets, build initial apps, review deliverables, and oversee rollout. Ensure accountability for timelines from intake through launch while updating product teams on milestones.
• Creates and manages product knowledge base articles and how-to documentation related to product features, issues, resolutions, processes and more
• Use coding languages (HTML, CSS, SQL, etc.) and other technical skills to build and/or support business stakeholder processes for AEG Presents' portfolio of custom-built applications.
• Configures and administers customer support tools (eg. Intercom, Jira Service Desk)
• Arranges recurring product stakeholder meetings to drive continuous improvement of support infrastructure and knowledge management

Required Qualifications

• BA/BS Degree (4-year) Computer Science, Information Technology, or a related discipline
• 2-4 years Experience in technical support role, preferably in a software or technology company environment
• Experience with Intercom, Jira Service Management, or other customer support tool
• Experience in Entertainment or Music Industry a plus
• Must have excellent communication skills, both verbal and written.
• Proficient in core front-end web and mobile technologies, including HTML, CSS, and JavaScript
• Solid analytical and problem-solving ability
• Strong organizational skills and attention to detail
• Proven ability to work independently, as well as in a team environment
• Demonstrated ability to work autonomously and make sound business decisions
• Dedication to providing excellent customer service and ensuring user satisfaction
• Demonstrated ability to work in a fast-paced environment.

Payscale: $78,164 - $84,534.36

Bonus: This position is not eligible for a bonus under the current bonus plan requirements.

Benefits: Full-time: We offer a comprehensive benefits package that includes: medical, dental and vision insurance, paid holidays, vacation and sick time, company paid basic life insurance, voluntary life insurance, parental leave, 401k Plan (with a current employer match of 3%), flexible spending and health savings account options, and wellness offerings.

AEG reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside their normal description.

AEG's policy is to hire the most qualified applicants. We are an equal opportunity employer and will not discriminate against any individual, employee, or application for employment on the basis ofrace, color, marital status, religion, age, sex, sexual orientation, national origin, or any other legally protected status recognized by federal, state or local law.

Employer does not offer work visa sponsorship for this position.