[Hiring] Engineering Manager, SupportX @SeatGeek

Role Description

SeatGeek believes live events are powerful experiences that unite humans. The SupportX team is dedicated to building the future of fan support, treating support as a product and owning the full end-to-end experience.

Your role will be critical in shaping the team’s roadmap, enhancing fan outcomes, and driving faster, more efficient support workflows.

What you'll do

• 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, maintaining a high standard of operational excellence across the platform.
• Perform code and architecture reviews, providing technical and design feedback to the team.
• Provide regular job performance feedback, hold one-on-ones, and support career development for your direct reports.
• Work with 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, making build or buy decisions with your team.
• At times, roll up your sleeves to deliver features and iterate across the platform.
• 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 grow our engineering team.

Qualifications

• 5+ years as an engineer in a role focused on 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 elevates high-stakes customer experiences.
• Preferred if you've contributed to end-to-end customer support experience software at a marketplace product organization.
• Experience building and leading lean teams, ensuring productivity and motivation.
• Ability to foster safe, collaborative, and inclusive environments.
• Comfortable operating without a playbook, defining architecture, team workflows, and roadmaps simultaneously.
• Able to explain complex technical concepts clearly to non-technical audiences.
• Knowledge of technology industry and customer support tools and workflows.
• Experience leading by setting context, facilitating collaboration, and getting buy-in from cross-functional partners.
• Familiarity with challenges faced by engineers and hands-on experience with custom tools and AI agent optimization.

Requirements

• Experience with various technologies, including:
• Languages: Python (FastAPI), Go, C# (.NET Core), React+Typescript, Swift, Kotlin.
• Infrastructure: AWS, Kubernetes, ArgoCD, Datadog, Gitlab.
• Datastores: Aurora (Postgres), ElastiCache (Memcached), OpenSearch, DynamoDB.
• Streaming & workflows: Kafka, Flink, Airflow, Temporal.
• SaaS: Workato, Customer Support / Help Center tools (Zendesk, Sierra).
• AI Tooling: Claude Code, Codex, LLMs.

Benefits

• Equity stake.
• Discretionary annual bonus.
• Flexible work environment, allowing remote work or in-office days.
• WFH stipend to support home office setup.
• Unlimited PTO.
• Eligible for SG discretionary annual bonus based on individual and company performance.
• Up to 16 weeks of fully-paid family leave.
• 401(k) matching.
• Student loan matching program.
• Health, vision, dental, and life insurance.
• Up to $25k towards family building, reproductive health services, and gender-affirming care.
• $500 per year for wellness expenses.
• Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical.
• $360 per quarter to spend on tickets to live events.
• Annual subscription to Spotify, Apple Music, or Amazon Music.