Helpdesk Automation Engineer
SeatGeek · New York, New York
About this role
**SeatGeek — Helpdesk Automation Engineer** SeatGeek is simplifying and modernizing the ticketing industry with a fan-first, technology-driven approach. In this role, you’ll make the Helpdesk and core IT systems proactive by default—powered by automation and AI-driven self-service. You’ll build smart automations, turn tricky escalations into scalable learnings, and help prevent recurring issues by using demand patterns and data to make support feel seamless. --- ## What you’ll do - Design, launch, and continuously improve helpdesk and automation workflows to deliver faster, higher-quality issue resolution. - Own the support and automation operating model—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 (partnering with vendors and internal teams). - Own complex escalations across hardware, software, access, identity, applications, and endpoints. - Own employee technology systems and the NYC workplace experience at the 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, and system/workflow configuration. - A strong bias toward automation—manual, repetitive processes genuinely bother you, and you automate them (then help automate for others). - Fast, fearless learning—comfortable moving into unfamiliar tools, systems, and problems quickly. - Relentless curiosity about automation and AI—built or experimented with agents/automations; you have opinions on where AI is genuinely useful and how to leverage AI, automation, tools, APIs, and data together. - Proven ability to independently own improvements from problem definition through build, testing, rollout, and follow-up. - Strong troubleshooting across hardware, software, identity/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 - 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/year for wellness expenses - Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical - $360/quarter to spend on tickets to live events - Annual subscription to Spotify, Apple Music, or Amazon Music --- ## Compensation Salary range: **$95,000 – $137,000 USD** (equity eligible). Discretionary annual bonus may be available based on individual and company performance. --- *SeatGeek is an equal opportunity employer.*
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