Lead Engineer, CSRE

Lead Engineer, CSRE

Location: Florida, Arizona, Virginia, Texas, USA

Division: Ticketmaster NA

Line Manager: Engagement Lead, CSRE Consulting

Contract Terms: Permanent, 40 hours per week

A career at Ticketmaster will challenge and engage you. We support the creators and producers of shows and live performances, while connecting more passionate fans to these events. The pace here is fast, the atmosphere is fun and a passion for live events is a common thread that ties us together. As a global and growing business, we can truly offer a world of opportunities to expand your skills and develop your career. Visit any of our offices and you'll find a diverse mix of passionate employees, helping fans around the globe connect with the artists, teams and events they love. It truly is a unique and rewarding environment.

You will be part of the Platform Enablement team, which partners with engineering teams throughout Ticketmaster to improve how systems are built, observed, deployed, and operated. We often deliver through work that combines hands-on engineering with capability building so teams can sustain improvements independently. The team's remit is to raise the standard of resilience and operational practice across Ticketmaster and help teams get more value out of the development platform they already depend on.

We support teams across the globe, with many peers in North America. Many of your teammates operate in North America and the United Kingdom, and we are adding people in other time zones.

The Job

As a Lead Engineer in Platform Enablement, you will lead enablement work across multiple teams or a domain, meeting customers where they are and helping them get more out of the platform than they would on their own. You will turn rough problems into sequenced workstreams, sort out dependencies, and leave teams with mechanisms they can run themselves.

You will mentor other engineers on the team, codify reusable patterns, and feed what you learn back into the developer platform so the next team benefits without having to ask.

What You Will Be Doing

• Help engineering teams get more out of the developer platform by finding where they're stuck or underusing something, and working with them to fix problems.
• Coach teams on resilience and operational practice, including SLOs, error budgets, alerting philosophy, and production readiness, in the context of their own services.
• Build self-service workflows, templates, components, and documentation so common problems stop being tickets and start being solved by the platform.
• Improve how teams use observability and logging products by raising signal quality, tightening alerting, and helping them build dashboards that answer the questions they actually ask during incidents.
• Help teams improve their CI/CD and safely shorten the path from commit to production.
• Support teams adopting LLM and AI-assisted workflows in their daily engineering work, sharing patterns that work and building organizational skill as the landscape changes.
• Pair with teams on resilience-focused design and code reviews, guiding them toward simpler, safer architectures.
• Support incident analyses with partner teams, focusing on reducing the impact of contributing factors and implementing durable fixes.
• Mentor engineers through pairing, reviews, and coaching.
• Bring actionable feedback to the CSRE Platform to improve our products and integrations.
• Improve Enablement's own procedures and operating practices based on lessons learned.

What You Need To Know (or Technical Skills)

• Deep practical understanding of SRE principles, including building SLIs and SLOs, and error budgets in practice.
• Proven ability to lead cross-team technical work and influence with situational authority.
• Strong experience designing and troubleshooting distributed systems with cross-service failure modes.
• Experience improving observability and alerting in production, including signal quality and useful dashboards.
• Comfortable working with systems running in on-premises data centers.
• Strong cloud native experience, including governance and cost trade-offs.
• Ability to design resilience and operational automation and tooling that is reusable and adopted by multiple teams.
• Experience with production readiness and resilience practices, including DR validation and controlled testing.
• Strong software engineering fundamentals with the ability to deliver and review high-quality changes in enterprise codebases.
• Strong incident analysis skills focused on contributing factors and impact reduction.
• Experience working with LLM and AI-assisted tooling for engineering work, with judgment about where it helps and where it does not.
• Excellent written and verbal communication, including clear procedures, useful design docs, and exec-ready summaries.

You (Behavioural Skills)

• Lead with service and humility, creating momentum without leaning on authority.
• Default to curiosity, asking how a team got where they are before prescribing a solution.
• Hold a point of view: ready to say "this is how we do it" and explain why, and just as ready to take a better idea back to platform leadership.
• Persuade with evidence and empathy, adapting your message for engineers, product, and senior stakeholders.
• Mentor deliberately, helping others grow as engineers and as people who support other engineers well.
• Give direct feedback with respect, and protect psychological safety while raising the bar.
• Stay patient in a complex organization, keeping work moving when dependencies are slow.
• Turn messy inputs into clear next steps without needing every detail resolved first.
• Prefer simple mechanisms that scale over bespoke fixes that only you can maintain.
• Work sustainably and design systems that do not require heroics to keep running.
• Take pride in the documentation and decisions that let teams sustain the work.
• Remain adaptable, switching between hands-on debugging and engineering, customer support, and planning as needed.

Benefits & Perks

Through our 'Taking Care of Our Own' program, we provide benefits across six key pillars:

• Health: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)
• Yourself: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
• Wealth: 401(k) program with company match, stock reimbursement program
• Family: New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support
• Career: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
• Others: Volunteer time off, crowdfunding match

Life at Ticketmaster

We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company.

Our mission at Ticketmaster is to connect people around the world to the live events they love. Ticketmaster is the world's largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centers and theaters, Ticketmaster processes 550 million tickets per year across 35+ different countries.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you're passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability - Fans and clients count on us to power their live event experiences and we rely on each other to make it happen.

Teamwork – While we celebrate individual achievements, we know have more success as a team.

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.

Equal Employment Opportunity

We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.