[All remote jobs](https://jobicy.com/jobs.md)[![SeatGeek logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/72d8f3a6-221.jpeg)](https://jobicy.com/company/seatgeek.md)[SeatGeek](https://jobicy.com/company/seatgeek.md) # Engineering Manager, SupportX Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/seatgeek.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 171k–248k / yrDepartment[Software Engineering](https://jobicy.com/categories/engineering.md)EmploymentFull TimeExperienceSeniorPublished17 Oct 2026Apply before16 Nov 2026Listing views24Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. SeatGeek is hiring an Engineering Manager to lead SupportX, a team building AI-powered fan-support experiences, agent tooling, self-service capabilities, and integrations with core ticketing systems. The manager will set technical direction, oversee backend, frontend, AI, and automation engineers, and remain hands-on when needed. Key responsibilities include architecture and code reviews, roadmap development, vendor decisions, operational excellence, people management, and cross-functional alignment. The role requires substantial engineering depth, at least two years of management experience, and the ability to build a lean team while defining processes in an evolving environment. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior technical leadership role spanning people management, platform architecture, AI-enabled support workflows, and product strategy. The manager must establish foundations and delivery practices simultaneously while improving high-stakes customer outcomes. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$209,500US market range (per year)$180k–$260k0$286k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. SeatGeek discloses a $171,000–$248,000 USD salary range. The yearly period is inferred from the senior US engineering-management context and compensation magnitude, rather than explicitly stated as annual. The midpoint is $209,500 per year, with an estimated US market range of $180,000–$260,000 per year for comparable engineering-management roles involving AI, customer-support platforms, and cross-functional technical leadership. ## Core skills Skills and capabilities most closely associated with this opportunity. [Engineering management](https://jobicy.com/jobs?search_keywords=Engineering%20management.md)[People management](https://jobicy.com/jobs?search_keywords=People%20management.md)[Technical strategy](https://jobicy.com/jobs?search_keywords=Technical%20strategy.md)[Software architecture](https://jobicy.com/jobs?search_keywords=Software%20architecture.md)[Backend engineering](https://jobicy.com/jobs?search_keywords=Backend%20engineering.md)[Frontend engineering](https://jobicy.com/jobs?search_keywords=Frontend%20engineering.md)[Artificial intelligence](https://jobicy.com/jobs?search_keywords=Artificial%20intelligence.md)[LLM applications](https://jobicy.com/jobs?search_keywords=LLM%20applications.md)[Customer support platforms](https://jobicy.com/jobs?search_keywords=Customer%20support%20platforms.md)[Python](https://jobicy.com/jobs?search_keywords=Python.md)[React](https://jobicy.com/jobs?search_keywords=React.md)[TypeScript](https://jobicy.com/jobs?search_keywords=TypeScript.md)[AWS](https://jobicy.com/jobs?search_keywords=AWS.md)[Kubernetes](https://jobicy.com/jobs?search_keywords=Kubernetes.md)[Cross-functional leadership](https://jobicy.com/jobs?search_keywords=Cross-functional%20leadership.md) Sample interview questionsHow would you define the technical roadmap for an AI-powered customer support platform with incomplete requirements?I would start by aligning on measurable customer and business outcomes, such as resolution quality, self-service completion, contact reduction, and agent productivity. I would map the current support journey and systems, identify the highest-value constraints, and sequence small, observable releases. I would use the resulting data and stakeholder feedback to refine architecture and roadmap decisions. How do you balance hands-on technical contribution with managing an engineering team? I stay close enough to the technical work to provide context, unblock difficult decisions, and maintain engineering quality, but I avoid becoming a bottleneck. I delegate ownership clearly, use design and code reviews to guide standards, and reserve direct implementation for high-leverage work or urgent gaps. My primary responsibility is creating the conditions for the team to succeed independently. Describe how you would evaluate whether to build a support-tool capability internally or purchase a SaaS product. I would evaluate strategic differentiation, integration complexity, data and security requirements, total cost of ownership, time to value, vendor reliability, and the ability to adapt the capability as needs change. Commodity workflows are often best served through vendors, while experiences central to SeatGeek's fan outcomes may warrant internal investment. I would make the decision transparently with product, engineering, security, and operational stakeholders. What metrics would you use to assess an AI support agent and its impact on customer experience? I would measure containment or self-service resolution rate, resolution accuracy, escalation rate, customer satisfaction, time to resolution, repeat-contact rate, and agent intervention quality. I would segment results by issue type and customer journey to avoid optimizing an aggregate metric at the expense of difficult cases. Qualitative conversation review and robust safety monitoring would complement the quantitative measures. How do you communicate complex architectural tradeoffs to non-technical partners? I frame the discussion around customer impact, delivery risk, cost, reliability, and the choices available rather than implementation details alone. I use plain language, concise visuals where useful, and clear recommendations with assumptions and consequences. I also invite feedback early so partners understand what is fixed, what is flexible, and how their decisions affect the plan. Opportunity details ## About this role. ### 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](https://seatgeek.com/privacy/USApplicantNotice). ### #LI-Remote Show more [Apply now >](https://jobicy.com/jobs/155603-engineering-manager-supportx-2.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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