Engineering Manager, SupportX
Core
Leading the technical vision and roadmap for SeatGeek's SupportX team, building AI-powered chat/voice interactions, agent tooling, and self-service deflection to modernize the ticketing industry's fan support experience.
Role type
Engineering Manager, Support Infrastructure & AI
Builds
AI support agents, custom support tooling, integrations with order management/fulfillment systems, and self-service deflection features.
Domain
Ticketing marketplace / Customer Support Technology
Deliverable
production ML models | product features | infrastructure
Required skills
Backend/Frontend engineering leadership, AI/automation strategy, technical roadmap definition, architecture review, vendor selection (build vs buy), cross-functional collaboration, hiring/mentoring
Preferred skills
Experience leading teams in marketplace product organizations, hands-on experience with AI agent optimization and custom support agent efficiency tools
Technologies
Python (FastAPI), Go, C# (.NET Core), React+Typescript, Swift, Kotlin, AWS, Kubernetes, ArgoCD, Datadog, Gitlab, Aurora, ElastiCache, OpenSearch, DynamoDB, Kafka, Flink, Airflow, Temporal, Workato, Zendesk, Sierra, LLMs
Responsibilities
Manage a team of Backend, Frontend, and applied AI engineers; Own technical vision for core support tools and integrations; Build and iterate tools to boost fan experience; Perform code and architecture reviews; Provide performance feedback and career development; Collaborate with Product/Technical counterparts on vision; Make build or buy decisions; Roll up sleeves to deliver features; Communicate technical decisions to stakeholders; Participate in recruiting.
Seniority
Manager, hands-on IC with team leadership
