Support Analyst

TCGplayer (an eBay company)

Tier 3 Support Analyst providing technical support for TCGplayer's customer service team. Collaborating with various teams to resolve customer issues.

Posted 7/9/2026full-timeRemote • Maryland • 🇺🇸 United StatesJuniorMid-Level💰 $23 - $24 per hourWebsite

Tech Stack

Tools & technologies

PythonSQL

About the role

Key responsibilities & impact

Act as first-line technical support for our customers by researching, diagnosing and resolving issues and questions
Investigate escalated tickets and issues to determine proper resolution
Coordinate with Technical teams and Customer Service management to create customer responses for support issues
Evaluate, troubleshoot, replicate and follow up on customer reported issues with Technical teams
Document issues or requests to identify user needs
Replicate, research and document issues for Technical teams to resolve
Engage with Technical and Product teams in order to resolve customer issues and incidents
Create knowledge base documentation in order to ensure operational efficiency
Answer customer email requests, questions and complaints in a timely manner
Become an expert on our suite of tools and website
Perform research and analysis as needed

Requirements

What you’ll need

A minimum of 2 years of technical support experience, preferably in a high-volume technology organization (SaaS/eCommerce preferred)
Comprehensive experience with databases, SQL, runbooks and/or Python
Comprehensive experience with ticketing, help desk or escalation/incidents systems
Comprehensive experience with troubleshooting via email, live chat and phone
Strong technical documentation skills
Bachelor’s degree in computer science or other technical discipline (preferred)
Experience with Jira, Confluence, Zendesk and/or Salesforce (preferred)
Familiarity with the collectible gaming industry (preferred)

Benefits

Comp & perks

full range of medical, financial and/or other benefits
401(k) eligibility
various paid time off benefits, such as PTO and parental leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Technical SupportSQLTroubleshootingTechnical DocumentationPython

Soft Skills

Customer ServiceCommunication

Certifications

Bachelor’s Degree in Computer Science