Engineering Manager, SupportX

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About This Role

SeatGeek operates as a ticketing platform striving to simplify the live entertainment industry through technology and a fan-centric focus. The company is currently recruiting an Engineering Manager for its SupportX division, a team tasked with constructing the future of customer support. In this position, you will act as the technical leader overseeing the creation, enhancement, and optimization of end-to-end support experiences. The SupportX product scope includes artificial intelligence-driven chat and…

Job Description

Responsibilities

• Manage and mentor a team consisting of frontend, backend, automation, and applied artificial intelligence engineers
• Define and drive the technical vision and roadmap for core custom and Software-as-a-Service support tools and integrations
• Conduct code and architecture reviews while providing constructive technical and design feedback
• Deliver regular performance evaluations, conduct one-on-one meetings, and support direct report career development
• Collaborate with product and technical counterparts to establish team direction aligned with business objectives
• Evaluate and select technology vendors, making build-or-buy decisions alongside team members
• Write code and deliver features across the platform when necessary
• Communicate product and technical decisions, eliminate blockers, and coordinate with organizational leaders
• Participate actively in recruiting efforts to scale the engineering organization

Requirements

• Minimum of five years working as an engineer in a role primarily focused on writing code
• Minimum of two years of experience functioning as an engineering manager for motivated and productive teams
• Demonstrated history of guiding teams to deliver industry-leading user experiences for high-stakes customer interactions
• Ability to build and lead lean teams that produce impactful results in collaborative and inclusive environments
• Capacity to operate without a defined playbook while simultaneously establishing architecture, workflows, and roadmaps
• Skill in translating complex technical concepts for non-technical stakeholders across the organization
• Familiarity with customer support workflows, tooling, and the technology industry

Qualifications

• Experience contributing to end-to-end customer support experience software within a marketplace product organization
• Hands-on background building custom tools that improve support agent efficiency and customer outcomes
• Direct experience with artificial intelligence agent optimization, including methods, tools, and workflows for customer service agents
• Familiarity with languages such as Python, Go, C#, React, TypeScript, Swift, or Kotlin
• Exposure to infrastructure platforms like AWS, Kubernetes, ArgoCD, Datadog, or Gitlab
• Experience with datastores including Postgres, Memcached, OpenSearch, or DynamoDB
• Knowledge of streaming and workflow tools such as Kafka, Flink, Airflow, or Temporal

Core Skills

Benefits

• Equity stake eligibility
• Discretionary annual bonus based on company and individual performance
• Flexible work environment allowing full remote work or office utilization
• Work-from-home stipend for home office setup
• Unlimited paid time off
• Up to 16 weeks of fully-paid family leave
• 401(k) matching program
• Student loan matching program
• Health, vision, dental, and life insurance coverage
• Up to $25,000 toward family building, reproductive health services, and gender-affirming care
• Annual wellness expense stipend of $500
• Subscriptions to Headspace, Headspace Care, and One Medical
• Quarterly ticket allowance of $360 for live events
• Annual subscription to music streaming platforms like Spotify, Apple Music, or Amazon Music

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