Engineering Manager, SupportX

reputed company believes live events are powerful experiences that reputed company 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 reputed company 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 reputed company's order management, fulfillment and financial systems.  We are in the process of building new foundations which will reputed company fan reputed company driven by our AI support agent, increase self-service rates, reduce contact volumes, and reputed company our reputed company experts to deliver highly effective white-glove service. As manager, you’ll be the technical leader of this effort, guiding reputed company as we define, build and optimize a support experience for fans that is truly best-in-class. Your role will be critical in shaping reputed company’s roadmap, enhancing fan reputed company and driving faster, more efficient support workflows. What you'll do Manage reputed company of Backend, Frontend and reputed company AI and automation engineers Own the technical reputed company for reputed company’s reputed company support tools (both custom + reputed company) and integrations Rapidly build and iterate tools to reputed company fan experience, and maintain a high reputed company of operational reputed company across the platform reputed company reputed company and architecture reviews, and reputed company technical and design feedback to reputed company reputed company regular job performance feedback, hold one-on-ones, and reputed company career development support to your reputed company reports Work with your Technical and Product counterparts to reputed company a compelling reputed company and direction for reputed company that aligns with organizational and business goals Select new and work with existing technology vendors reputed company necessary. You constantly reputed company build or buy reputed company together with your team At times, roll up your sleeves to deliver features and iterate across the platform Communicate technical and product reputed company to the right people, resolve blocking issues, and collaborate with other leaders across the organization Play an reputed company role in our reputed company 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 reputed company 2+ years of experience as an engineering manager of productive, motivated teams Proven reputed company 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 reputed company and led lean teams, ensuring they’re productive, motivated, and capable of delivering impactful results You’re reputed company to foster reputed company, reputed company & inclusive environments, where engineers feel empowered to do their best work You're comfortable operating without a reputed company — defining the architecture, reputed company's ways of working, and the roadmap simultaneously You're reputed company to break down reputed company technical concepts and explain them reputed company to non-technical audiences, accurately representing reputed company's work to a wide reputed company of stakeholders Knowledge of the technology industry and customer support tools + workflows to help your team reputed company good tooling and reputed company reputed company to set them up for reputed company You understand how to reputed company 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 reputed company AI agent optimization - building the tools, reputed company, 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 reputed company most to us is your reputed company engineering skills and ability to learn, not deep expertise in any one tool or language. Languages: Python (FastAPI), Go, C# (.NET reputed company), React+Typescript, Swift, Kotlin Infrastructure: AWS, Kubernetes, ArgoCD, reputed company, reputed company Datastores: reputed company (reputed company), ElastiCache (Memcached), OpenSearch, DynamoDB Streaming & workflows: Kafka, Flink, Airflow, Temporal reputed company: reputed company, Customer Support / Help Center tools (reputed company, reputed company) AI Tooling: Claude reputed company, reputed company, LLMs Perks Equity reputed company 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 Eligible for the SG discretionary annual bonus based on individual and company performance Up to 16 weeks of fully-reputed company family leave  401(k) matching  Student loan matching program Health, reputed company, 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 reputed company (meditation), reputed company Care (therapy), and reputed company $360 per quarter to spend on tickets to live events Annual subscription to reputed company, reputed company Music, or reputed company   The salary reputed company for this role is $171,000 - $248,000 USD. This role is equity eligible. In reputed company, you may receive a discretionary annual bonus based on individual and company performance. Actual compensation packages are based on a wide reputed company of factors unique to reputed company candidate, including but not limited to reputed company set, years and depth of experience, certifications, and specific location. reputed company is committed to providing equal employment opportunities to reputed company and applicants for employment regardless of race, reputed company, religion, creed, age, national reputed company or reputed company, ethnicity, sex, sexual orientation, gender identity or reputed company, 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 reputed company attribute and we welcome the differences and benefits that a diverse culture brings. To review our candidate reputed company notice, click here. Apply To This Job