Engineering Manager, SupportX

SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude we’re simplifying and modernizing the ticketing industry.

The SupportX team is dedicated to building the future of fan support. We treat support as a product, owning the full end-to-end experience- from AI-powered chat and voice interactions to agent tooling, self-service deflection, and integrations with SeatGeek's order management, fulfillment and financial systems.

We are in the process of building new foundations which will boost fan outcomes driven by our AI support agent, increase self-service rates, reduce contact volumes, and empower our human experts to deliver highly effective white-glove service. As manager, you’ll be the technical leader of this effort, guiding the team as we define, build and optimize a support experience for fans that is truly best-in-class. Your role will be critical in shaping the team’s roadmap, enhancing fan outcomes and driving faster, more efficient support workflows.

What you'll do

• 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

What you have

• 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
• Preferred if you've contributed to end-to-end customer support experience software at a marketplace product organization
• 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 i