Technical Support Specialist

At Hive, we're all about creating moments that matter and helping event marketers connect with their biggest fans. Live events bring people together, and our industry-leading platform makes it easier than ever for promoters to build strong, lasting connections with their audiences. Our mission is simple: to help live events grow.

The Role

Hive is looking for a Technical Support Specialist to join our growing Customer Experience organization. You'll be the technical backbone of the Support team — diagnosing complex issues, bridging the gap between Support, Product, and Engineering, and ensuring our customers and internal teams have the clarity they need to move fast.

You'll bring a deep curiosity for how things work, strong problem-solving skills, and the ability to translate technical issues into plain English. This role is perfect for someone who enjoys diving into data, APIs, and logs just as much as helping others understand them.

You'll report to the Director of Customer Support & Scale Operations and work closely with Product, Engineering, and our Support and CS teams to deliver exceptional customer outcomes.

Our Support Team

The Support team at Hive is on the front lines of customer success. We help event marketers, promoters, and partners resolve issues quickly and confidently, ensuring they get the full value from Hive's platform. We work collaboratively with Product and Engineering to identify root causes, reduce friction, and continuously improve the customer experience.

This Technical Support Specialist role strengthens our ability to handle deeper technical issues, accelerate resolutions, and empower the broader team with better tools, processes, and knowledge.

What You'll Do

Own Technical Escalations & Support Queue

• Provide exceptional general & technical support to Hive's customers

• Respond with urgency and deliver rapid, accurate, and thoughtful answers to Customer queries.

• Handle incoming support channels to troubleshoot moderate to advanced customer issues involving Hive's APIs, integrations, and data workflows.

• Support T1 & T2 on escalated tickets or as needed, joining customer calls for complex issues and troubleshooting

• Review logs, payloads, and error responses to identify root causes before escalating to Engineering.

• Validate and document bugs and work closely with Product.

• Proactively monitor escalations and recurring issue types to identify product gaps or training needs.

Bridge Support, Product, and Engineering

• Track and follow up on outstanding issues, keeping stakeholders informed of their status

• Act as the primary liaison for complex technical issues, ensuring accurate handoffs and clear communication.

• Build relationships with product and engineering that leads to time efficient resolutions and feedback loops.

• Participate in incident reviews, release validation, and post-mortems to improve long-term stability.

• Help CSMs and Sales navigate technical blockers during sales, onboarding, renewals, or integrations.

Empower the Team

• Build internal tools, scripts, or documentation to streamline troubleshooting and diagnostics.

• Coach Product Support Specialists on debugging frameworks and technical best practices.

• Maintain and improve technical documentation and solutions docs for recurring or high-impact issues.

What You Have

• 3 years of experience in SaaS technical support, support engineering, or a similar role.

• Demonstrated ability to communicate with customers in a professional, empathetic, and solutions-oriented manner. Skilled at maintaining a positive tone and effectively navigating customer conversations.

• Strong understanding of web technologies — APIs, webhooks, HTTP, and JSON.

• Ability to analyze and interpret application logs and data payloads.

• Familiarity with relational databases (SQL) and data troubleshooting concepts.

• Experience working cross-functionally with Product and Engineering teams.

• Excellent communication skills — you can translate technical findings into clear business language.

Nice to Haves

• Experience with marketing technology or event tech platforms.

• Basic understanding of frontend/backend architectures and deployment pipelines.

Who You Are

• Technically curious — you love learning how systems fit together and finding elegant solutions.

• Calm under pressure — you can triage complex situations and keep communication clear.

• Collaborative — you thrive at the intersection of teams and make technical knowledge accessible.

• Proactive — you identify opportunities to improve documentation, tooling, or workflows before being asked.

• Empathetic communicator — you know that how we explain things matters as much as what we explain.

Compensation & Benefits

• Meaningful salary: you're rewarded based on impact

• Work fully remotely in Canada: where you are most productive whether that be from your house, or elsewhere. We just ask that you have the legal work authorization in Canada.

• Flexible work hours: customize your schedule as long as it's not disruptive to your role, team, and Hive

• Health Insurance: Comprehensive health and dental coverage with a parental leave top-up program

• Unlimited vacation/PTO policy: so you can be happy and healthy

About Hive

Hive is the industry-best marketing platform for event marketers. Our platform powers marketing for 1500 of the most iconic event, festivals, venues, promoters, and event-centric brands across North America.

We help our clients sell out their shows and make their events unforgettable - by helping them grow their customer base and personalizing and automating their email, SMS, and ad campaigns.

Hive integrates with 25 partners like Ticketmaster and Shopify, ingesting rich customer data in real-time. With this data, event marketers can segment their audiences in powerful ways and send timely, customized messages to their customers.

Hive was founded in a University of Waterloo computer lab and graduated from Y Combinator in 2014. Today, we're a remote-first team spread across Canada and the US, building a product and a culture that values clarity, ownership, and real customer impact.

To learn more about our team, check out theAbout Us andCareers pages on our website.

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