Helpdesk Automation Engineer

SeatGeek•New York, NY

19d•$95,000 - $137,000

About The Position

SeatGeek is hiring a Helpdesk Automation Engineer to make its helpdesk and core IT systems proactive through automation and AI-driven self-service. The role designs and improves workflows, turns recurring issues and complex escalations into scalable solutions, and configures automation and AI systems to improve employee support. The engineer owns the technical employee-help experience and uses service data and demand patterns to prevent recurring issues. The role combines workflow design and implementation with hands-on IT support, including troubleshooting access issues and helping ensure workplace technology is dependable. It also supports SeatGeek’s flagship NYC office, including conference rooms, shared spaces, all-hands meetings, planned events, and everyday workplace technology. The position requires in-person work in the NYC office, including occasional planned event coverage, while the perks section also describes flexible work arrangements, including the option to work remotely. The salary range is $95,000–$137,000 USD. The role is equity eligible and may include a discretionary annual bonus based on individual and company performance. Actual compensation depends on factors including skills, experience, certifications, and location.

Requirements

At least 3 years of experience in automation engineering, IT/helpdesk support and operations, and system and workflow configuration.
A strong drive to challenge the status quo and automate manual, repetitive processes.
Ability to learn unfamiliar tools, systems, and problems quickly.
Strong interest in AI and automation, including experience building or experimenting with agents and automations and an understanding of how AI, automation, tools, APIs, and data can work together.
A track record of independently owning improvements from problem definition through build, testing, rollout, and follow-up.
Strong troubleshooting experience across hardware, software, identity and access, endpoints, applications, and basic networking.
Experience supporting device lifecycle, procurement, vendors, licensing, or workplace technology.
Strong judgment around security, privacy, access, automation safety, and when to escalate.
Ability to work in person in the NYC office, including occasional planned event coverage.

Nice To Haves

Hands-on experience with Serval, Okta, Slack, GSuite, Claude, or similar tools.

Responsibilities

Design, launch, and improve helpdesk and automation workflows to make issue resolution faster and higher quality.
Own the support and automation operating model, using demand patterns and service data to improve intake, knowledge, self-service, routing, documentation, root-cause resolution, and continuous improvement.
Translate stakeholder needs and data analysis into practical solutions, rollout plans, documentation, and durable operating processes.
Partner with vendors and internal stakeholders to resolve issues.
Own complex escalations involving hardware, software, access, identity, applications, and endpoints.
Own employee technology systems and the NYC workplace experience, including device lifecycle, procurement, vendors, licensing, conference rooms, shared spaces, AV, all-hands support, planned events, onboarding, and employee-lifecycle workflows.

Benefits

Equity stake; the role is equity eligible.
Discretionary annual bonus based on individual and company performance.
Flexible work environment, with the option to work in the office as many days per week as desired or 100% remotely.
Work-from-home stipend for 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 $25,000 toward family building, reproductive health services, and gender-affirming care.
$500 per year for wellness expenses.
Subscriptions to Headspace, Headspace Care, and One Medical.
$360 per quarter to spend on tickets to live events.
Annual subscription to Spotify, Apple Music, or Amazon Music.