Technical Support Associate - FIFA World Cup 26™

Who We Are:

On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.

Position Overview:

The Technical Support Associate will work closely with the Manager, Technical Support in assessing software solutions used by clients daily. They will take ownership of the existing test framework in a hands-on role, implementing testing plans with a focus on manual testing and bug triaging during the development lifecycle. They must be part detective, part problem solver—adept at identifying corner cases in complex data-driven applications to catch potential bugs before they reach customers and finding the root cause of issues reported by users. Strong communication skills and the ability to work collaboratively with diverse teams are essential.

The Technical Support Associate will report to the Manager, Technical Support and will be responsible for executing the support schedule, prioritizing the support queue, and managing corresponding development tickets. While supporting the Manager in ensuring troubleshooting, resolution, and development move forward in a timely manner, the Associate will also liaise with different teams to gain insight into their needs. This is an excellent opportunity to develop technical skills and learn how to prioritize tasks based on business needs.

Essential Functions & Responsibilities:

• Provide access to relevant technologies for internal stakeholders.

• Identify new process improvement and automation opportunities.

• Triage inbound support inquiries and assign follow-up as needed.

• Prioritize support tasks according to business needs.

• Organize and execute transactional communications.

• Work cross-functionally to serve the needs of other business units.

• Maintain and update knowledge base articles, FAQs, and troubleshooting guides to ensure accuracy and consistency.

• Manually test configurations in systems and ensure a seamless experience.

• Communicate effectively with managers about current projects and plans.

Qualifications & Experience:

• Experience working on the full development lifecycle of a software product.

• Ability to work independently and take ownership of an existing automated test framework.

• Resourceful, creative, and capable of finding multiple ways to approach an issue.

• Experience with or a desire to work with ticketing systems.

• Ability to focus on executing "big ideas".

• Comfortable embracing the unexpected and viewing obstacles as challenges rather than blockers.

• Excellent organizational and time management skills with the ability to prioritize work independently under deadlines, collaborating with the team as needed.

• At least 1-2 years of professional experience.

• Knowledge of HTML is highly valued.