Engineering Manager, SupportX

<h3><strong>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. </strong></h3> <p>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.&nbsp;</p> <p>We are in the process of building new foundations which will boost fan outcomes driven by our AI support agent, increase self-service rates, reduce contact volumes, and empower our human experts to deliver highly effective white-glove service. As manager, you’ll be the technical leader of this effort, guiding the team as we define, build and optimize a support experience for fans that is truly best-in-class. Your role will be critical in shaping the team’s roadmap, enhancing fan outcomes and driving faster, more efficient support workflows.</p> <h3><strong>What you'll do</strong></h3> <ul> <li>Manage a team of Backend, Frontend and applied AI and automation engineers</li> <li>Own the technical vision for SeatGeek’s core support tools (both custom + Saas) and integrations</li> <li>Rapidly build and iterate tools to boost fan experience, and maintain a high standard of operational excellence across the platform</li> <li>Perform code and architecture reviews, and provide technical and design feedback to the team</li> <li>Provide regular job performance feedback, hold one-on-ones, and provide career development support to your direct reports</li> <li>Work with your Technical and Product counterparts to form a compelling vision and direction for the team that aligns with organizational and business goals</li> <li>Select new and work with existing technology vendors when necessary. You constantly make build or buy decisions together with your team</li> <li>At times, roll up your sleeves to deliver features and iterate across the platform</li> <li>Communicate technical and product decisions to the right people, resolve blocking issues, and collaborate with other leaders across the organization</li> <li>Play an active role in our recruiting process, helping us grow our engineering team in any way you can</li> </ul> <h3><strong>What you have</strong></h3> <ul> <li>5+ years as an engineer in a role that was mostly about writing code</li> <li>2+ years of experience as an engineering manager of productive, motivated teams</li> <li>Proven track record leading teams to ship industry-leading UX that meaningfully elevates high-stakes customer experiences</li> <li>Preferred if you've contributed to end-to-end customer support experience software at a marketplace product organization</li> <li>You’ve successfully built and led lean teams, ensuring they’re productive, motivated, and capable of delivering impactful results</li> <li>You’re able to foster safe, collaborative &amp; inclusive environments, where engineers feel empowered to do their best work</li> <li>You're comfortable operating without a playbook — defining the architecture, the team's ways of working, and the roadmap simultaneously</li> <li>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</li> <li>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</li> <li>You understand how to lead by setting context, facilitating collaboration, and getting buy-in between cross functional partners in product, design, engineering and leadership</li> <li>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:<br> <ul> <li>Custom tools to i