Lead Engineer, CSRE

About the role

The Lead Engineer in Platform Enablement plays a crucial role in partnering with engineering teams throughout Ticketmaster to improve how systems are built, observed, deployed, and operated. This role focuses on raising the standard of resilience and operational practice across Ticketmaster and helping teams get more value out of the development platform they already depend on.

Responsibilities

• Help engineering teams get more out of the developer platform by finding where they're stuck or underusing something and working with them to fix problems.
• Coach teams on resilience and operational practice, including SLOs, error budgets, alerting philosophy, and production readiness, in the context of their own services.
• Build self-service workflows, templates, components, and documentation so common problems stop being tickets and start being solved by the platform.
• Improve how teams use observability and logging products by raising signal quality, tightening alerts, and helping them build dashboards that answer the questions they actually ask during incidents.
• Help teams improve their CI/CD and safely shorten the path from commit to production.
• Support teams adopting LLM and AI-assisted workflows in their daily engineering work, sharing patterns that work and building organizational skill as the landscape changes.
• Pair with teams on resilience-focused design and code reviews, guiding them toward simpler, safer architectures.
• Support incident analyses with engineering teams, focusing on reducing the impact of contributing factors and implementing durable fixes.
• Mentor engineers through pairing, reviews, and coaching.
• Bring actionable feedback to the CSRE Platform to improve our products and integrations.
• Improve Enablement's own procedures and operating practices based on lessons learned.

Requirements

Deep practical understanding of SRE principles, including building SLIs and SLOs, and error budgets in practice.

Ability to lead cross-team technical work and influence with situational authority.

Strong experience designing and troubleshooting distributed systems with cross-service failure modes.

Experience improving observability and alerting in production, including signal quality and useful dashboards.

Comfortable working with systems running in on-premises data centers.

Strong cloud native experience, including governance and cost trade-offs.

Ability to design resilience and operational automation and tooling that is reusable and adopted by multiple teams.

Experience with production readiness and resilience practices, including DR validation and controlled testing.

Strong software engineering fundamentals with the ability to deliver and review high-quality changes in enterprise codebases.

Strong incident analysis skills focused on contributing factors and impact reduction.

Experience working with LLM and AI-assisted tooling for engineering work, with judgment about where it helps and where it does not.

Excellent written and verbal communication, including clear procedures, useful design docs, and exec-ready summaries.

Qualifications

You need to have a deep practical understanding of SRE principles, including building SLIs and SLOs, and error budgets in practice.

You should have the ability to lead cross-team technical work and influence with situational authority.

You must have strong experience designing and troubleshooting distributed systems with cross-service failure modes.

You should have experience improving observability and alerting in production, including signal quality and useful dashboards.

You need to be comfortable working with systems running in on-premises data centers.

You should have strong cloud native experience, including governance and cost trade-offs.

You must have the ability to design resilience and operational automation and tooling that is reusable and adopted by multiple teams.

You should have experience with production readiness and resilience practices, including DR validation and controlled testing.

You need to have strong software engineering fundamentals with the ability to deliver and review high-quality changes in enterprise codebases.

You should have strong incident analysis skills focused on contributing factors and impact reduction.

You must have experience working with LLM and AI-assisted tooling for engineering work, with judgment about where it helps and where it does not.

You need to have excellent written and verbal communication, including clear procedures, useful design docs, and exec-ready summaries.

Skills

Lead with service and humility, creating momentum without leaning on authority.

Default to curiosity, asking how a team got where they are before prescribing a solution.

Hold a point of view: ready to say, "this is how we do it" and explain why, and just as ready to take a better idea back to platform leadership.

Persuade with evidence and empathy, adapting your message for engineers, product, and senior stakeholders.

Mentor deliberately, helping others grow as engineers and as people who support other engineers well.

Give direct feedback with respect and protect psychological safety while raising the bar.

Stay patient in a complex organization, keeping work moving when dependencies are slow.

Turn messy inputs into clear next steps without needing every detail resolved first.

Prefer simple mechanisms that scale over bespoke fixes that only you can maintain.

Work sustainably and design systems that do not require heroics to keep running.

Take pride in the documentation and decisions that let teams sustain the work.

Remain adaptable, switching between hands-on debugging and engineering, customer support, and planning as needed.

Benefits & Perks

Health: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA).

Yourself: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days.

Wealth: 401(k) program with company match, stock reimbursement program.

Family: New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support.

Career: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment.

Other: Volunteer time off, crowdfunding match.

Pay

Commensurate with experience.

Schedule

40 hours per week.