[Remote] Engineering Manager, SupportX

Note: The job is a remote job and is open to candidates in USA. SeatGeek is simplifying and modernizing the ticketing industry through technology and a fan-first approach. The Engineering Manager will lead the SupportX team in building and optimizing AI-powered support tools, agent tooling, self-service capabilities, and integrations to improve fan outcomes and support efficiency.

Responsibilities

• Manage a team of Backend, Frontend and applied AI and automation engineers
• Own the technical vision for SeatGeek’s core support tools (both custom + Saas) and integrations
• Rapidly build and iterate tools to boost fan experience, and maintain a high standard of operational excellence across the platform
• Perform code and architecture reviews, and provide technical and design feedback to the team
• Provide regular job performance feedback, hold one-on-ones, and provide career development support to your direct reports
• Work with your Technical and Product counterparts to form a compelling vision and direction for the team that aligns with organizational and business goals
• Select new and work with existing technology vendors when necessary. You constantly make build or buy decisions together with your team
• At times, roll up your sleeves to deliver features and iterate across the platform
• Communicate technical and product decisions to the right people, resolve blocking issues, and collaborate with other leaders across the organization
• Play an active role in our recruiting process, helping us grow our engineering team in any way you can

Skills

• 5+ years as an engineer in a role that was mostly about writing code
• 2+ years of experience as an engineering manager of productive, motivated teams
• Proven track record leading teams to ship industry-leading UX that meaningfully elevates high-stakes customer experiences
• You've successfully built and led lean teams, ensuring they're productive, motivated, and capable of delivering impactful results
• You're able to foster safe, collaborative & inclusive environments, where engineers feel empowered to do their best work
• You're comfortable operating without a playbook — defining the architecture, the team's ways of working, and the roadmap simultaneously
• You're able to break down complex technical concepts and explain them clearly to non-technical audiences, accurately representing the team's work to a wide range of stakeholders
• Knowledge of the technology industry and customer support tools + workflows to help your team make good tooling and framework decisions to set them up for success
• You understand how to lead by setting context, facilitating collaboration, and getting buy-in between cross functional partners in product, design, engineering and leadership
• You've worked as an Engineer in the past, are familiar with the challenges of that role, and preferably have had hands-on experience with the following: + Custom tools to increase support agent efficiency and create delightful fan outcomes
• You've worked as an Engineer in the past, are familiar with the challenges of that role, and preferably have had hands-on experience with the following: + AI agent optimization - building the tools, methods, workflows of an empowered + effective customer service agent
• Preferred if you've contributed to end-to-end customer support experience software at a marketplace product organization

Benefits

• Equity stake
• Discretionary annual bonus
• Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
• A WFH stipend to support your home office setup
• Unlimited PTO
• Up to 16 weeks of fully-paid family leave
• 401(k) matching
• Student loan matching program
• Health, vision, dental, and life insurance
• Up to $25k towards family building, reproductive health services and Gender-affirming care
• $500 per year for wellness expenses
• Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
• $360 per quarter to spend on tickets to live events
• Annual subscription to Spotify, Apple Music, or Amazon music

Company Overview

Company H1B Sponsorship