Engineering Manager, SupportX

### Company Overview 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. ### Role Overview 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. As the Engineering Manager, you’ll be the technical leader guiding the team in defining, building, and optimizing a best-in-class support experience for fans. ### Responsibilities - Manage a team of Backend, Frontend, and applied AI and automation engineers. - Own the technical vision for SeatGeek’s core support tools (both custom and SaaS) and integrations. - Rapidly build and iterate tools to enhance fan experience while maintaining operational excellence. - Perform code and architecture reviews, providing technical and design feedback. - Conduct regular job performance feedback, hold one-on-ones, and support career development. - Collaborate with Technical and Product counterparts to align team vision with organizational goals. - Make build or buy decisions regarding technology vendors. - Occasionally deliver features and iterate across the platform. - Communicate technical and product decisions effectively and resolve blocking issues. - Play an active role in recruiting to grow the engineering team. ### Qualifications - 5+ years as an engineer primarily focused on writing code. - 2+ years of experience as an engineering manager leading productive teams. - Proven track record in shipping industry-leading UX that enhances customer experiences. - Experience in contributing to customer support experience software at a marketplace organization is preferred. - Ability to foster a collaborative and inclusive environment for engineers. - Comfortable operating without a playbook, defining architecture, team processes, and roadmaps simultaneously.