Engineering Manager (SupportX)

Role Overview

Engineering Manager for the SupportX team at SeatGeek. You will lead the technical direction and execution for tools that improve SeatGeek’s customer support experience for fans—managing engineers, shaping the technical vision, and partnering cross-functionally.

Responsibilities

• Manage and grow a team of Backend, Frontend, and applied AI/automation engineers.
• Define, build, and optimize a best-in-class support experience for fans.
• Own the technical vision for SeatGeek’s core support tools, including custom + SaaS tools and related integrations.
• Rapidly build and iterate internal tooling to improve support agent efficiency and fan outcomes.
• Partner with Technical and Product stakeholders to set a compelling vision aligned with business goals.
• Lead AI agent optimization, including tools, methods, and workflows for empowered support agents.

Requirements

• 2+ years experience as an Engineering Manager leading productive, motivated teams.
• Experience building and leading lean teams that deliver impactful results.
• Proven ability to lead teams to ship high-quality customer-facing experiences.
• Strong collaboration skills: set context, facilitate alignment, and secure buy-in across product, design, engineering, and leadership.
• Comfort operating without a playbook (define architecture, ways of working, and roadmap concurrently).
• Ability to break down complex technical concepts for non-technical audiences.
• 5+ years as an engineer, with a role primarily focused on writing code.

Nice-to-Haves (Hands-on / Relevant Experience)

• Contributed to end-to-end customer support software in a marketplace product context.
• Familiarity with customer support tools/workflows and technology industry trends.
• Prior hands-on experience with areas such as:
  • AI tooling (Claude Code, Codex, LLMs)
  • Streaming/workflows (Kafka, Flink, Airflow, Temporal)
  • Datastores (Aurora/PostgreSQL, ElastiCache/Memcached, OpenSearch, DynamoDB)
  • Infrastructure (AWS, Kubernetes, Argo CD, Datadog, GitLab)
  • Languages/stack (Python/FastAPI, Go, C#/.NET Core, React + TypeScript, Swift, Kotlin)
  • SaaS tools (Workato, Zendesk, Sierra, Help Center tooling)

Work Setup

• Full remote.