Engineering Manager (SupportX)

Join SeatGeek, a leading ticketing platform, as an Engineering Manager for the SupportX team. In this role, you will be the technical leader responsible for shaping the team's roadmap, enhancing fan outcomes, and driving efficient support workflows. You will manage a team of engineers, own the technical vision for SeatGeek's core support tools, and collaborate with cross-functional partners. The position offers a flexible work environment, competitive benefits, and opportunities for career development.

• Gérer une équipe d'ingénieurs Backend, Frontend et d'IA appliquée pour définir, construire et optimiser une expérience de support client de classe mondiale.
• Posséder la vision technique des outils de support de SeatGeek, tant personnalisés que SaaS, et des intégrations, en construisant et en itérant rapidement des outils pour améliorer l'expérience des fans.
• Collaborer avec les parties prenantes techniques et produit pour former une vision et une direction convaincantes pour l'équipe, alignées sur les objectifs organisationnels et commerciaux.
• You’re able to foster safe, collaborative & inclusive environments, where engineers feel empowered to do their best work
• You’ve successfully built and led lean teams, ensuring they’re productive, motivated, and capable of delivering impactful results
• 5+ years as an engineer in a role that was mostly about writing code
• Preferred if you've contributed to end-to-end customer support experience software at a marketplace product organization
• 2+ years of experience as an engineering manager of productive, motivated teams
• You're comfortable operating without a playbook — defining the architecture, the team's ways of working, and the roadmap simultaneously
• 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
• Proven track record leading teams to ship industry-leading UX that meaningfully elevates high-stakes customer experiences
• 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
• 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
• 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: