Lead Engineer - Digital Abuse Operations

Job Summary:

WHO ARE WE?

Live Nation Entertainment is the world’s leading live entertainment and eCommerce company, comprised of four market leaders: Ticketmaster.com, Live Nation Concerts, Front Line Management Group and Live Nation Network.  Ticketmaster.com is the global event ticketing leader and one of the world’s top five eCommerce sites, with over 26 million monthly unique visitors.  Live Nation Concerts produces over 20,000 shows annually for more than 2,000 artists globally.  Front Line is the world’s top artist management company, representing over 250 artists.  These businesses power Live Nation Network, the leading provider of entertainment marketing solutions, enabling over 800 advertisers to tap into the 200 million consumers Live Nation delivers annually through its live event and digital platforms. For additional information, visit www.livenation.com/investors.

WHO ARE YOU?

Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on! 

THE ROLE

As the Abuse Operations Engineering Lead, you'll be part of a mission critical team protecting the Live Nation ticketing platforms from abusive entities or those who deploy abusive digital behaviors designed to circumvent our controls that protect fair access to tickets. Abuse Operations is a centrally managed command and control center for abuse investigations, escalations, policies, and tooling for all global Live Nation ticketing systems.

Abuse Operations Engineering Leads must be able work independently across a broad tech stack, multi-task concurrent problems, perform triage and prioritization as necessary with discretion and pragmatic judgment.  They provide expert coordination and perform analysis and remediation of abuse for supported products and services, maintaining a high standard from diagnostics and communication while driving to complete resolution. They actively reduce operational effort by creating/improving automation or working with Software Engineering teams to improve self-healing and self-service tooling, documentation, and processes.

WHAT THIS ROLE WILL DO 

• Oversee team(s) providing 1st and 2nd tier support and issue resolution.

• Resolve advanced (tier 2) issues and provide advanced troubleshooting for escalations.

• Provide Subject Matter Expertise to cross-functional teams on abuse issues, including strategy, issue troubleshooting, and product & tool requirements.

• Drive continuous improvements to our products, tools, configurations, APIs and processes by sharing learnings, constructive feedback, and design input with internal technical teams and integrators.

• Independently learn new technologies and master Line Nation ticketing platforms products and services to provide 'full stack' diagnostics to help determine the root cause of issues, and where appropriate help our integrators through their issues.

• Perform periodic on-call duty as part of a global team monitoring the availability and performance of the ticketing systems and APIs used by third-party services, as well as the various internal services and systems on which these interfaces depend.

• Ensure runbooks, resolution responses, internal processes and integration documentation are up to date and to a high standard suitable for internal stakeholder usage.

WHAT THIS PERSON WILL BRING

• BA/BS degree in computer science or related field or relevant work experience in lieu of degree.

• Experience with bot detection and blocking systems.

• Troubleshooting skills ranging from diagnosing low-level request issues to large-scale issues with correlating data between various third-party partners and in-house systems

• Proficiency in Bash/Python/Ruby/etc for operations scripts and text processing.

• Working knowledge of HTTP protocol and basic web systems, and analysis tools such as Splunk and Kibana/ELK stack, and database products (Oracle/MySQL/DataBricks/Snowflake/etc.)

• Experience leading, managing, and building teams.

• Experience with Incident and change management

• Experience in a global, fast-paced environment, resolving multiple interrupt-driven priorities simultaneously

• Passionate and motivated, resourceful, innovative, forward-thinking

• Strong communication skills and the ability to collaborate closely with remote team members

• Ability to work with autonomy while ensuring t