Engineering Manager, SupportX

About This Opportunity

We are representing a confidential ticketing technology company in their search for an Engineering Manager to lead their customer support platform team. This is a unique opportunity to build the future of AI-powered support experiences, owning the full technical stack from conversational AI to agent tooling and backend integrations.

In this role, you'll manage a cross-functional engineering team building next-generation support tools that combine AI automation with human expertise. You'll define technical architecture, drive product vision alongside your counterparts, and ship experiences that meaningfully improve high-stakes customer interactions. This is a hands-on leadership position where you'll balance strategic planning with tactical execution in a fast-paced environment.

Responsibilities

• Lead and mentor a team of backend, frontend, and applied AI engineers building customer support platforms
• Own the technical vision and roadmap for support tooling, integrations, and AI-powered automation
• Drive rapid iteration on features while maintaining operational excellence and code quality standards
• Conduct code and architecture reviews, providing design feedback and technical guidance
• Provide regular performance feedback, career development support, and hold meaningful one-on-ones with direct reports
• Partner with product and technical leadership to align team direction with organizational goals
• Make strategic build-versus-buy decisions and manage relationships with technology vendors
• Contribute hands-on to critical features and technical initiatives when needed
• Communicate technical decisions effectively to stakeholders across the organization
• Actively participate in recruiting to grow the engineering team

What We're Looking For

• 5+ years of software engineering experience with significant hands-on coding responsibilities
• 2+ years of engineering management experience leading productive, motivated teams
• Proven track record shipping industry-leading user experiences in high-stakes customer environments
• Experience building end-to-end customer support software, preferably in a marketplace or product organization
• Demonstrated ability to build and lead lean teams that deliver impactful results
• Strong track record fostering safe, collaborative, and inclusive team environments
• Comfortable operating in ambiguous environments—defining architecture, processes, and roadmaps simultaneously
• Excellent communication skills, able to translate complex technical concepts for non-technical stakeholders
• Knowledge of customer support tools, workflows, and modern technology stacks
• Experience leading through context-setting, collaboration, and cross-functional alignment
• Hands-on experience with tools that increase support agent efficiency and optimize customer outcomes
• Familiarity with AI agent optimization and building effective customer service workflows

Technical environment includes: Python, Go, React/TypeScript, AWS, Kubernetes, Postgres, Kafka, customer support platforms, and LLM tooling. Deep expertise in every technology is not required—we value core engineering skills and learning ability.

How We Work With You

When you apply through Get A Job.ai, our talent team will review your background and schedule an initial screening conversation. If there's a strong match, we'll coordinate your introduction to our client and support you throughout their interview process. Please do not contact the hiring company directly—all communication should flow through our recruiting team to ensure the best experience for everyone involved.

Pay

Our client offers a competitive compensation package including base salary ($171,000–$248,000), equity, discretionary annual bonus, flexible remote work options, comprehensive health benefits, unlimited PTO, 401(k) matching, family leave, wellness stipends, and event ticket allowances. Final compensation depends on experience, skills, and location.

Location: USA, remote

Get A Job.ai is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees.