Engineering Manager, SupportX

1. About Our Client:This organization operates in the live events industry, focusing on enhancing fan experiences through technological innovation. It addresses challenges in the ticketing sector by modernizing support systems with AI-powered chat, voice interactions, and integrated tools that connect order management, fulfillment, and financial processes. The company aims to improve fan outcomes and support efficiency through a dedicated team building advanced support solutions.2. About the Opportunity:The Engineering Manager, SupportX leads a technical team responsible for developing and optimizing core support tools that improve customer service experiences. This role is pivotal in shaping the technical vision, enhancing fan satisfaction, and driving efficient support workflows within the organization.3. Responsibilities:• Manage Backend, Frontend, AI, and automation engineering teams• Define and own the technical vision for support tools and integrations• Develop and iterate tools to enhance the fan experience and maintain operational standards• Conduct code and architecture reviews, providing technical feedback• Deliver performance feedback and support career development of team members• Collaborate with Technical and Product leaders to align team vision with business goals• Evaluate and select technology vendors; make build or buy decisions• Occasionally contribute to feature development and platform iteration• Communicate technical decisions, resolve blockers, and collaborate with leadership• Participate actively in recruiting efforts to grow the engineering team4. Requirements:• 5+ years of engineering experience focused on coding• 2+ years as an engineering manager of productive teams• Proven success leading teams that deliver high-impact customer experience software• Preferred experience with customer support software in marketplace products• Ability to build and lead motivated, effective teams• Skilled at fostering inclusive and collaborative environments• Comfortable defining architecture, processes, and roadmaps without existing playbooks• Able to explain complex technical concepts to non-technical stakeholders• Knowledge of customer support tools and workflows• Strong leadership skills in cross-functional collaboration• Hands-on engineering experience with support efficiency tools and AI agent optimization5. Pay Range and Compensation Package:• Salary range: $171,000 - $248,000 USD• Equity eligible• Discretionary annual bonus based on individual and company performance• Compensation package depends on candidate’s experience, skills, certifications, and location6. Benefits & Perks:• Equity stake• Discretionary annual bonus• Flexible work environment, including remote options• Work-from-home stipend• Unlimited paid time off• Up to 16 weeks fully-paid family leave• 401(k) matching• Student loan matching program• Health, vision, dental, and life insurance• Up to $25,000 toward family building, reproductive health, and gender-affirming care• Wellness expense allowance• Subscriptions to meditation, therapy, and medical services• Quarterly live event ticket allowance• Annual music subscriptionEqual Opportunity Statement:Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.Note:RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.