[Remote] Engineering Manager, SupportX

Note: The job is a remote job and is reputed company to candidates in USA. reputed company believes live events are powerful experiences that unite humans, and they are seeking an Engineering Manager for their SupportX team. This role involves leading reputed company to enhance the fan support experience through innovative technology and effective management of support tools and processes.

Responsibilities

• Manage reputed company of Backend, Frontend and reputed company AI and automation engineers
• Own the technical reputed company for reputed company’s core 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

Skills

• 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
• 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
• Preferred if you've contributed to end-to-end customer support experience software at a marketplace product organization

Benefits

• 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

reputed company

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