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.

• Lead and manage a team of engineers to define, build, and optimize a support experience for fans that is truly best-in-class.
• Own the technical vision for SeatGeek’s core support tools and integrations, making build or buy decisions together with your team.
• Communicate technical and product decisions to the right people, resolve blocking issues, and collaborate with other leaders across the organization.
• 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
• Preferred if you've contributed to end-to-end customer support experience software at a marketplace product organization
• 5+ years as an engineer in a role that was mostly about writing code
• 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
• 2+ years of experience as an engineering manager of productive, motivated teams
• 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'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
• Proven track record leading teams to ship industry-leading UX that meaningfully elevates high-stakes customer experiences
• 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:
• AI agent optimization - building the tools, methods, workflows of an empowered + effective customer service agent
• Custom tools to increase support agent efficiency and create delightful fan outcomes