About this role
SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude we’re simplifying and modernizing the ticketing industry.
This role is central to making SeatGeek's Helpdesk and core IT systems proactive by default, powered by automation and AI-driven self-service. You will build smart automations, turn tricky escalations into scalable learnings and solutions, and configure best-in-class AI and automation systems for maximum impact. You’ll take ownership of the employee experience as the technical driver of how employees get help, and how recurring issues are prevented - harnessing demand patterns and data to make support feel seamless.
You’ll help build an excellent technology experience today while creating the systems and operating patterns needed for a thoughtful AI-amplified future. The right person ruthlessly challenges the status-quo, and is equally comfortable designing and building an automated workflow, debugging an access issue, or walking into a conference room before a meeting to make sure everything is humming. You’ll also play a visible role in our NYC office, helping make conference rooms, shared spaces, all-hands meetings, and everyday workplace technology dependable and easy to use.
What you'll do
- Build for an AI-amplified future by designing, launching and improving helpdesk and automation workflows with an eye towards faster and higher quality issue resolution
- Be proactive: own the support and automation operating model and use demand patterns and service data to improve intake, knowledge, self-service, routing, documentation, root-cause resolution, and continuous improvement
- Translate stakeholder needs and data analysis into practical solutions, rollout plans, documentation, and durable operating processes while partnering with vendors and internal stakeholders to resolve issues
- Deliver amazing hands-on service by owning complex escalations across hardware, software, access, identity, applications, and endpoints
- Own employee technology systems and the NYC workplace experience at our flagship office, including device lifecycle, procurement, vendors, licensing, conference rooms, shared spaces, AV, all-hands support, planned events, onboarding, and employee-lifecycle workflows
What you have
- 3+ years of experience in automation engineering, IT/Helpdesk support and operations, system + workflow configuration
- Intensely dissatisfied with the status quo - manual, repetitive processes genuinely bother you, and you can't leave them alone. You're the person who automates their own work, then comes for everyone else's
- A fast and fearless learner - you move into unfamiliar tools, systems, and problems quickly and come out the other side dangerous
- Relentless automation and AI curiosity - you stay on top of what AI can do, you've built or experimented with agents and automations yourself. You have opinions about where it's genuinely useful and how to leverage AI, automation, tools, APIs and data together to drive transformation
- A successful track record of independently owning improvements from problem definition through build, testing, rollout, and follow-up
- Strong troubleshooting experience across hardware, software, identity and access, endpoints, applications, and basic networking
- Experience supporting device lifecycle, procurement, vendors, licensing, or workplace technology
- Strong judgment around security, privacy, access, automation safety, and when to escalate
- Ability to work in person in the NYC office, including occasional planned event coverage
- Nice to have: hands on experience with Serval, Okta, Slack, GSuite, Claude, etc.
Perks
- Equity stake
- 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
- Up to 16 weeks of fully-paid family leave
- 401(k) matching
- Student loan matching program
- Health, vision, 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 Headspace (meditation), Headspace Care (therapy), and One Medical
- $360 per quarter to spend on tickets to live events
- Annual subscription to Spotify, Apple Music, or Amazon music
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The salary range for this role is $95,000 - $137,000 USD. This role is equity eligible. In addition, you may receive a discretionary annual bonus based on individual and company performance. Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.
SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!
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