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 a