About this role.
SeatGeek is seeking an Engineering Manager to lead SupportX, a team building AI-powered fan-support experiences, agent tools, self-service capabilities, and integrations with order, fulfillment, and financial systems. The manager will set the technical vision and roadmap while leading backend, frontend, applied AI, and automation engineers. Core responsibilities include architecture and code reviews, operational excellence, vendor and build-versus-buy decisions, recruiting, and direct-report development. The role requires substantial prior hands-on engineering experience, at least two years of engineering management, and strong cross-functional communication. This is a US-remote leadership role focused on improving high-stakes customer outcomes through scalable support technology.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
5/5Pace & Pressure
5/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Sample interview questions
I would begin by aligning on measurable fan and business outcomes, such as resolution time, self-service completion, contact deflection, and agent productivity. I would map the current system, identify the highest-risk dependencies and foundational gaps, then sequence investments into near-term improvements and scalable platform capabilities. I would maintain a visible decision log and revisit priorities with product, support operations, and engineering partners as evidence changes.
I would assess strategic differentiation, customer-experience requirements, integration complexity, security and reliability needs, total cost of ownership, vendor roadmap fit, and time to value. Commodity capabilities with mature vendor support are usually better purchased, while workflows central to SeatGeek’s fan experience or requiring deep proprietary integrations may justify internal development. I would involve engineering, product, security, finance, and support stakeholders and define success criteria before committing.
I would establish clear use cases, quality thresholds, escalation paths, and observability before broad rollout. The team would evaluate the agent using representative conversations and track containment, accuracy, handoff quality, customer satisfaction, and harmful-error rates. I would prioritize grounded responses, safe fallbacks to human experts, rapid feedback loops from agents, and controlled experiments to improve performance over time.
I focus my technical involvement on leverage points: architecture reviews, difficult tradeoffs, incident learning, and mentoring rather than becoming a bottleneck for implementation. I protect time for one-on-ones, feedback, hiring, and career development because team health directly affects delivery. Clear ownership, strong technical leads, and lightweight operating rituals allow me to stay informed and useful without taking work away from the team.
I would start with the customer and business problem, explain the available options in plain language, and clarify the decision requested. I would present tradeoffs in terms of delivery speed, cost, risk, reliability, and expected outcome metrics rather than implementation detail. I would provide a concise recommendation, identify assumptions and open risks, and create space for stakeholders to challenge or contribute to the decision.
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.
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.
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.
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, and maintain a high standard of operational excellence across the platform
- Perform code and architecture reviews, and provide technical and design feedback to the team
- Provide regular job performance feedback, hold one-on-ones, and provide career development support to your direct reports
- Work with your 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. You constantly make build or buy decisions together 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 us grow our engineering team in any way you can
What you have
- 5+ years as an engineer in a role that was mostly about 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 meaningfully elevates high-stakes customer experiences
- Preferred if you’ve contributed to end-to-end customer support experience software at a marketplace product 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
- 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
- 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
- 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:
- 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
Our stack
Experience with every technology listed isn’t expected, we’ve included them for transparency. What matters most to us is your core engineering skills and ability to learn, not deep expertise in any one tool or language.
- 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
Perks
- Equity stake
- Discretionary annual bonus
- Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
- A WFH stipend to support your home office setup
- Unlimited PTO
- 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
The salary range for this role is $171,000 – $248,000 USD. This role is equity eligible. In addition, you may receive a discretionary annual bonus based on individual and company performance. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.
SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings.
To review our candidate privacy notice, click here.
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