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Salary: USD 95,000 - 137,000 / annual
SeatGeek is seeking a Helpdesk Automation Engineer to transform the company's IT support and employee experience through automation and AI-driven solutions. You will be central to making SeatGeek's helpdesk and core IT systems proactive by default, building smart automations, turning escalations into scalable solutions, and configuring best-in-class AI and automation systems.
Key responsibilities include:
- Design, launch, and improve helpdesk and automation workflows with a focus on faster, higher-quality issue resolution
- Own the support and automation operating model, using demand patterns and service data to improve intake, knowledge, self-service, routing, documentation, and root-cause resolution
- Translate stakeholder needs and data analysis into practical solutions, rollout plans, documentation, and durable operating processes
- Deliver hands-on service by owning complex escalations across hardware, software, access, identity, applications, and endpoints
- Own employee technology systems and the NYC workplace experience, including device lifecycle, procurement, vendors, licensing, conference rooms, shared spaces, AV, all-hands support, and employee-lifecycle workflows
- Play a visible role in the NYC office, ensuring conference rooms, shared spaces, and everyday workplace technology are dependable and easy to use
You will help build an excellent technology experience today while creating systems and operating patterns for a thoughtful AI-amplified future. The ideal candidate ruthlessly challenges the status quo and is equally comfortable designing automated workflows, debugging access issues, or ensuring technology runs smoothly before critical meetings.
Requirements:
- 3+ years of experience in automation engineering, IT/Helpdesk support and operations, or system and workflow configuration
- Intensely dissatisfied with manual, repetitive processes; you automate your own work and others'
- Fast and fearless learner who moves into unfamiliar tools, systems, and problems quickly
- Relentless automation and AI curiosity; you stay current on AI capabilities, have built or experimented with agents and automations, and have opinions on leveraging AI, automation, tools, APIs, and data for transformation
- 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 escalation
- 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, or similar tools
