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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 doManage a team of Backend, Frontend and applied AI and automation engineersOwn the technical vision for SeatGeek’s core support tools (both custom + Saas) and integrationsRapidly build and iterate tools to boost fan experience, and maintain a high standard of operational excellence across the platformPerform code and architecture reviews, and provide technical and design feedback to the teamProvide regular job performance feedback, hold one-on-ones, and provide career development support to your direct reportsWork with your Technical and Product counterparts to form a compelling vision and direction for the team that aligns with organizational and business goalsSelect new and work with existing technology vendors when necessary. You constantly make build or buy decisions together with your teamAt times, roll up your sleeves to deliver features and iterate across the platformCommunicate technical and product decisions to the right people, resolve blocking issues, and collaborate with other leaders across the organizationPlay an active role in our recruiting process, helping us grow our engineering team in any way you canWhat you have5+ years as an engineer in a role that was mostly about writing code2+ years of experience as an engineering manager of productive, motivated teamsProven track record leading teams to ship industry-leading UX that meaningfully elevates high-stakes customer experiencesPreferred if you've contributed to end-to-end customer support experience software at a marketplace product organizationYou’ve successfully built and led lean teams, ensuring they’re productive, motivated, and capable of delivering impactful resultsYou’re able to foster safe, collaborative & inclusive environments, where engineers feel empowered to do their best workYou're comfortable operating without a playbook — defining the architecture, the team's ways of working, and the roadmap simultaneouslyYou'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 stakeholdersKnowledge of the technology industry and customer support tools + workflows to help your team make good tooling and framework decisions to set them up for successYou understand how to lead by setting context, facilitating collaboration, and getting buy-in between cross functional partners in product, design, engineering and leadershipYou’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 outcomesAI agent optimization - building the tools, methods, workflows of an empowered + effective customer service agentOur stackExperience with every technology listed isn’t expected, we’ve included them for transparency. What matters most to us is your core engineering skills and ability to learn, not deep expertise in any one tool or language.Languages: Python (FastAPI), Go, C# (.NET Core), React+Typescript, Swift, KotlinInfrastructure: AWS, Kubernetes, ArgoCD, Datadog, GitlabDatastores: Aurora (Postgres), ElastiCache (Memcached), OpenSearch, DynamoDBStreaming & workflows: Kafka, Flink, Airflow, TemporalSaas: Workato, Customer Support / Help Center tools (Zendesk, Sierra)AI Tooling: Claude Code, Codex, LLMsPerksThe salary range for this role is $171,000 - $248,000 USD. This role is equity eligible. In addition, you may receive a discretionary annual bonus based on individual and company performance. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings.Equity stakeDiscretionary annual bonusFlexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotelyA WFH stipend to support your home office setupUp to 16 weeks of fully-paid family leaveStudent loan matching programHealth, vision, dental, and life insuranceUp to $25k towards family building, reproductive health services and Gender-affirming care$500 per year for wellness expensesSubscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical$360 per quarter to spend on tickets to live eventsAnnual subscription to Spotify, Apple Music, or Amazon music
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