Engineering Manager

Job Summary

As the technical leader of the SupportX team, the full-time Engineering Manager will manage a diverse team of engineers to define, build, and optimize best-in-class support tools and workflows, enhancing fan experiences through innovative technology solutions in a flexible remote work environment.

Key responsibilities

• Manage a team of Backend, Frontend, and applied AI engineers, guiding the development of core support tools and integrations
• Own the technical vision for support tools, rapidly building and iterating to improve fan experience while maintaining operational excellence
• Collaborate with Technical and Product counterparts to align team goals with organizational objectives and facilitate effective communication across the organization

Required qualifications

• 5+ years of engineering experience, primarily focused on coding
• 2+ years of experience as an engineering manager leading productive teams
• Proven track record in delivering industry-leading user experiences in customer support software
• Experience with AI agent optimization and custom tools for enhancing support efficiency
• Familiarity with various technologies including Python, Go, AWS, and customer support tools