Note: The job is a remote job and is open to candidates in USA. Gametime is a live-experience ticketing company that helps people discover and access events across the United States and Canada. The Senior AI Engineer will work within Fan Operations and Marketplace Operations to build production-grade agentic workflows, automate operational processes, integrate data systems, and enable non-technical operators to use and create AI tools.
Responsibilities
- Identify and document the highest-leverage workflow transformations across Fan Ops and Marketplace Ops by deeply understanding how your stakeholders work and what slows them down
- Design and build agentic workflows that automate high-value ops tasks — fan issue triage and routing, AI-assisted response drafting, refund and dispute resolution, seller risk scoring, event cancellation handling, SLA monitoring and escalation, and more
- Integrate with external and internal Gametime data systems to build tools that operate at the speed and scale our fan experience demands
- Build tools non-technical teammates can actually use — think clean UIs, Slack-based interfaces, scheduled agents, and knowledge retrieval systems — not just scripts that only you can run
- Coach and partner with each operator through a progressive journey: from awareness, to first win, to regular AI integration, to full workflow transformation, to self-sufficiency
- Recognize patterns across your cohort and systematically scale what works — a tool built for one agent should become reusable for their peers across Fan Ops and Marketplace Ops
- Teach and coach operations teammates on how to work with AI tools, build automations, and think in workflows
- Own the full lifecycle of what you build — from design through production deployment, monitoring, and iteration to impact
- Explore and evaluate new agentic frameworks, LLM capabilities, and AI tooling as the space evolves rapidly
- Help define the model for AI-embedded engineering across Gametime’s broader Operations org
Skills
- 4+ years of technical operations or software engineering experience, with at least 1 year building production LLM or agentic systems
- Experience building and deploying tools that non-engineers use in production — not just internal dev tooling
- Ability to work closely with non-technical stakeholders, translate their domain knowledge into technical requirements, and communicate what you've built in plain language
- Demonstrated experience coaching or enabling others — formally or informally — with evidence that people you've helped actually changed how they work
- Comfort with ambiguity — you'll often be working from “here's the problem” not “here's the spec”
- Experience in customer operations, CX tooling, trust and safety, or marketplace operations contexts
- Background in ticketing, e-commerce, or two-sided marketplace environments
- Familiarity with support tooling platforms
- Familiarity with RAG pipelines, vector databases, and evaluation frameworks —particularly for knowledge retrieval and automated response generation
- Experience with data tools (SQL, dbt, Snowflake) — enough to pull your own context without needing a data analyst for everything
- Prior experience in an embedded or cross-functional engineering role
- Background in consulting, solutions engineering, or other client-facing technical roles where you had to earn trust before transforming how someone works
Benefits
- Competitive equity package
- Flexible PTO
- Medical, dental, and vision insurance
- Life insurance and disability coverage
- Family-forming benefits via Carrot Fertility
- 401(k) and HSA
- $1,200 annual Gametime event credits
- Company off-sites and wellness programs
- Tenure recognition
Company Overview
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