Engineer 3

Job Description

Job Description
Designation - Engineer 3 - Abuse
Location: India
Contract Terms: Permanent
THE ROLE
As the Abuse Operations Engineering Lead, you'll be part of a mission critical team protecting the Ticketmaster platforms from abusive entities or those who deploy abusive digital behaviours designed to circumvent our controls that protect fair access to tickets. Abuse Operations is a centrally managed command and control centre for abuse investigations, escalations, policies, and tooling for all Ticketmaster properties systems.
Abuse Operations Engineers must be able work independently across a broad tech stack, multi-task concurrent problems, perform triage and prioritization as necessary with discretion and pragmatic judgment. They provide expert coordination and perform analysis and remediation of abuse for supported products and services, maintaining a high standard from diagnostics and communication while driving to complete resolution. They actively reduce operational effort by creating/improving automation or working with Software Engineering teams to improve self-healing and self-service tooling, documentation, and processes.
WHAT THIS ROLE WILL DO
• Provide 1st line support for all Ticketmaster abuse queries
• Perform on-call duty as part of a global team monitoring the availability and performance of the ticketing systems and APIs used by third-party services, as well as the various internal services and systems on which these interfaces depend.
• Resolve advanced issues and provide advanced troubleshooting for escalations.
• Provide Subject Matter Expertise to cross-functional teams on abuse issues, including strategy, issue troubleshooting, and product & tool requirements.
• Drive continuous improvements to our products, tools, configurations, APIs and processes by sharing learnings, constructive feedback, and design input with internal technical teams and integrators.
• Independently learn new technologies and master Ticketmaster ticketing platforms products and services to provide 'full stack' diagnostics to help determine the root cause of issues, and where appropriate help our integrators through their issues.
• Ensure runbooks, resolution responses, internal processes and integration documentation are up to date and to a high standard suitable for internal stakeholder usage.
• Work on automation to reduce toil
WHAT THIS PERSON WILL BRING
• BA/BS degree in computer science or related field or relevant work experience in lieu of degree.
• Experience with bot detection and blocking systems.
• 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
• Proficiency in Bash/Python/Go etc for operations scripts and text processing.
• Working knowledge of HTTP protocol and basic web systems, and analysis tools such as Splunk and Kibana/ELK stack, and database products (Oracle/MySQL/DataBricks/Snowflake/etc.)
• Experience working with a 24/7 shift based team.
• Experience in a global, fast-paced environment, resolving multiple interrupt-driven priorities simultaneously
• Passionate and motivated, resourceful, innovative, forward-thinking
• Strong English language communication skills and the ability to collaborate closely with remote team members
• Ability to work with autonomy while ensuring that new knowledge is shared with technology teams
• Committed and able to adapt quickly
• Embrace continuous learning and continuous improvement
BEHAVIORAL SKILLS
• Autonomous and proactive
• Passionate about technology and transformation
• Motivated, energetic and tenacious
• Comfortable working in cross-functional and multidisciplinary teams
• Motivated by the opportunity to tackle difficult technical problems and find solutions
• Concerned about the quality of deliverables
• Constantly improving your team
LIFE AT TICKETMASTER
We're proud to be part of Live Nation Entertainment, the world's largest live‑entertainment company.
Ticketmaster's vision is to connect people everywhere to the live events they love. As the world's leading ticket marketplace and the top global provider of enterprise tools and services for live entertainment, we're uniquely positioned to make that vision a reality.
We do it all with a deep passion for live events and a vibrant, diverse culture-powered by accessible leaders, caring managers, and enthusiastic teams. If you share our passion for live events and want to help millions of fans experience them, we'd love to meet you.
Our work is guided by our 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.
EQUAL OPPORTUNITIES
Diversiity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

Jobcode: Reference SBJ-9z3xy7-216-73-216-209-42 in your application.