Engineering Manager, SupportX

SeatGeek•New York, NY

20h•Remote

About The Position

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.

Requirements

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, AI agent optimization - building the tools, methods, workflows of an empowered + effective customer service agent

Nice To Haves

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

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

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
Eligible for the SG discretionary annual bonus based on individual and company performance
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
$120 per month to spend on tickets to live events
Annual subscription to Spotify, Apple Music, or Amazon music