Product Support Specialist

Position Overview: 

Are you passionate about solving complex technical challenges and keeping systems running smoothly? As a Product Support Specialist with accesso Horizon, you will maintain the performance and reliability of our integrated technology platforms. You'll collaborate with Engineering and Operations teams to troubleshoot issues, optimize workflows and support our POS systems that power key business operations. 

As a part of this role, you'll provide on-call support for critical system anomalies and play a key role during major upgrades and outages.  

With an expansive feature set, globalized functionality and robust scaling capabilities, accesso Horizon supports attractions in all aspects of selling, distribution and redemption of tickets in one unified platform. 

Location: US (EST preferred)

Reports to: SVP, Operations and Business Strategy 

Travel ✈️ Requirement: up to 30% 

What you’ll be Working on:   

Support Functions:  

• Act as primary application and technical point of contact for client; managing customer relationships and expectations while monitoring service desk queues, responding to inquiries, and triaging reported issues and anomalies.  

• Provide on-call support for P1 and P2 critical system anomalies as well as provide product support during significant upgrades (24/7/365)  

• Act as a liaison between customers and the development team to translate business needs into actionable technical solutions.  

• Provide regular status updates and progress reports while coordinating software and change log distribution, and supporting end-user documentation updates  

• Drive technical conversations and deliver clear, actionable solutions  

Technical Support Functions:   

• Use data tools (like SQL) to help generate reports and investigate issues, while developing a strong understanding of our Horizon database structure.  

• Work closely with technical teams to understand system architecture and integration, identify root causes of issues, and propose effective solutions.  

• Review system logs and workflows to help troubleshoot and resolve issues that span across multiple platforms.  

• Monitor system performance and collaborate cross-functionally to optimize speed and efficiency.  

• Understand the role of our POS systems in supporting ticketing and business operations, ensuring smooth and efficient workflows   

What you Bring to the Role (more technical):   

• Software testing experience and expertise in diagnosing complex issues through advanced log analysis, coupled with hands-on experience in monitoring and optimizing system performance, particularly if it involves any of the core technology stack. 

• Demonstrated expertise in SQL query development and optimization, along with advanced skills in database performance tuning and issue resolution.  

• Experience administering ticketing systems or related enterprise applications supporting large-scale business operations.  

• Well-versed in standard POS hardware peripherals such as receipt printers, ticket printers, barcode scanners, and RFID readers.  

• Familiarity with Agile development methodologies and workflows, coupled with proficiency in Jira for comprehensive bug tracking and documentation. 

• Basic proficiency with API's , Postman, JSON, javascript  Exceptional communication and presentation skills with a proven ability to teach application concepts, configuration and use.  

• Proven ability to build and maintain long-term customer relationships, ensuring high satisfaction and retention.  

• Demonstrated success in translating customer feedback into actionable insights to improve service and product offerings.  

• Ability to understand customer business goals and align solutions to maximize value and ROI.  

Bonus Point if you Have:   

• Background in ticketing operations, including front-line processes and back-end system interactions.  

• Deep understanding of revenue recognition, financial reporting, and reconciliation, with hands-on experience using ledger-based accounting systems. 

*If you don’t have all the qualifications listed, don’t worry! We understand everyone’s career path is unique, and still encourage you to apply if you feel this role is aligned with your career trajectory.  

Perks & Benefits

• Competitive compensation package, because your hard work deserves recognition;
• 4-week Paid Time Off for the first 3 years, with increasing accrual afterward – so you can go “OOO” and take that vacation you’ve been dreaming of 😎; 
• 8 hours of paid Volunteer Time Off to contribute to causes close to your heart. Making a difference, made easy.
• Inclusive Family Benefits, including a $7,500 benefit for surrogacy, adoption, and fertility. Because family planning should come with support 🫶;
• Take advantage of our 6-week paid Parental Leave to focus on what matters most during significant family moments;
• Extend your care to your pets 🐾 with our group pet insurance options – because furry family members matter too!
• Choice of four medical insurance plans, including two employer-contributed HSA options and access to Teladoc. Your health, your choice;
• Benefit from employer-paid short & long-term disability and life insurance, as well as a matching 401K for a secure financial future;
• Gain unlimited access to Udemy for Business to support ongoing learning and career development;
• Prioritize your well-being with resources like our One Pass fitness membership, the Calm app, our robust EAP program, and Teledoc Mental Health services;
• Enjoy a flexible work schedule that aligns with your team’s schedule ⏰.