Engineering Manager, SupportX

About the role

SeatGeek seeks a seasoned engineering manager to lead the SupportX team in building the future of fan support. The ideal candidate will manage a team of backend, frontend, and applied AI and automation engineers, own the technical vision for core support tools, and drive the team's roadmap to enhance fan outcomes.

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
• 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

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
• Preferred if you've contributed to end-to-end customer support experience software at a marketplace product organization
• Able to foster safe, collaborative & inclusive environments, where engineers feel empowered to do their best work
• 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
• Able to lead by setting context, facilitating collaboration, and getting buy-in between cross functional partners in product, design, engineering and leadership

Qualifications

• Familiarity with the following technologies: Python (FastAPI), Go, C# (.NET Core), React+Typescript, Swift, Kotlin
• Experience with AWS, Kubernetes, ArgoCD, Datadog, Gitlab
• Experience with Aurora (Postgres), ElastiCache (Memcached), OpenSearch, DynamoDB, Kafka, Flink, Airflow, Temporal, Workato, Zendesk, Sierra, Claude Code, Codex, LLMs

Skills

• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Excellent problem-solving and analytical skills
• Experience with customer support tools and workflows

Benefits

• Equity stake
• Discretionary annual bonus
• Flexible work environment
• WFH stipend
• Unlimited PTO
• 401(k) matching
• Student loan matching program
• Health, vision, dental, and life insurance
• Family leave

Pay

The 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.

Schedule

Full-time position

Company

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.