Engineering Manager, SupportX

About This Opportunity

We are representing a confidential ticketing technology client seeking an Engineering Manager to lead their customer support platform team. This is a unique opportunity to build and scale AI-powered support systems that serve millions of users in a high-stakes consumer marketplace environment.

Our client is reimagining how customer support works at scale, treating support as a product with the same rigor applied to consumer-facing features. You'll lead the technical vision for AI-powered chat and voice interactions, agent tooling, self-service systems, and deep integrations with order management and financial platforms.

Responsibilities

• Manage a team of backend, frontend, and applied AI engineers building next-generation support tools and automation
• Own the technical vision and architecture for core support platforms, including both custom-built solutions and SaaS integrations
• Drive rapid iteration to improve customer outcomes while maintaining operational excellence
• Conduct code and architecture reviews, providing design feedback and technical guidance
• Provide regular performance feedback, hold one-on-ones, and support career development for direct reports
• Collaborate with product and technical counterparts to shape roadmap and align with business goals
• Evaluate build-versus-buy decisions and manage relationships with technology vendors
• Roll up your sleeves to ship features when needed
• Communicate technical decisions across the organization and resolve blocking issues
• Participate actively in recruiting to grow the engineering team

What We're Looking For

• 5+ years as a hands-on software engineer writing production code
• 2+ years managing productive, motivated engineering teams
• Proven track record shipping industry-leading UX that elevates high-stakes customer experiences
• Preferred: experience contributing to end-to-end customer support software at a marketplace or consumer product organization
• Success building and leading lean teams that deliver impactful results
• Ability to foster safe, collaborative, inclusive environments where engineers thrive
• Comfort operating without a playbook—defining architecture, team processes, and roadmap simultaneously
• Strong communication skills to explain complex technical concepts to non-technical stakeholders
• Knowledge of customer support tools and workflows to guide smart technology decisions
• Experience leading through context-setting, facilitation, and cross-functional collaboration with product, design, and leadership
• Hands-on engineering background, ideally with experience in custom support tooling and AI agent optimization

Technical environment includes: Python (FastAPI), Go, C# (.NET Core), React + TypeScript, AWS, Kubernetes, PostgreSQL, Kafka, Temporal, customer support platforms, and LLM tooling. Deep expertise in every technology is not required—core engineering skills and ability to learn matter most.

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will conduct an initial screening to understand your background and goals. We then submit qualified candidates to our client for consideration. Please do not attempt to contact the client directly, as all communication is coordinated through our recruiting team to ensure the best experience for everyone involved.

Employment Details

Location: United States (remote or flexible office arrangement)

Employment Type: Full-time

Our client offers equity, discretionary annual bonus, flexible work environment (office or 100% remote), work-from-home stipend, unlimited PTO, up to 16 weeks paid family leave, 401(k) matching, comprehensive health benefits, family building support, wellness stipends, and event ticket credits.

Get A Job.ai is an equal opportunity recruiter. We welcome applications from candidates of all backgrounds and work with clients who are committed to building diverse, inclusive teams.