Engineering Manager - Customer Support Engineering

SEON is the command center for fraud prevention and AML compliance, helping thousands of companies worldwide stop fraud, reduce risk and protect revenue. Powered by 900+ real-time, first-party data signals, SEON enriches customer profiles, flags suspicious behavior and streamlines compliance workflows - all from one place. SEON provides richer data, more flexible and transparent analysis, and faster time to value than any other provider on the market. We’ve helped companies reduce fraud by 95% and achieve 32x ROI, and we’re growing fast, thanks to our partnerships with some of the world’s most ambitious digital brands like Revolut, Wise, and Bilt.

As an Engineering Manager for the Customer Support Engineering function, you’ll lead and grow a virtual team of engineers dedicated to resolving customer support tickets - primarily defects and other support-related issues. Your mission is to deliver a world-class technical response process that ensures customers receive fast, high-quality resolutions.

You’ll collaborate across product, engineering, and support teams to optimize workflows, improve ticket resolution quality, and proactively reduce recurring issues.

This is a unique opportunity to build and lead SEON’s first Customer Support Engineering function - an initiative critical to our customers’ success and our product’s reliability. You will shape the operational backbone of how SEON responds to issues, enabling the organization to scale sustainably while maintaining a best-in-class customer experience.

WHAT YOU’LL DO:

• Vision & Strategy: Define and implement the operational and technical strategy for customer support ticket handling, aligned with SEON’s Engineering and Customer Success goals.

• Customer Impact Focus: Ensure rapid, high-quality resolution of defects, technical questions, and data/security-related requests as defined in the Work Intake Process .

• Team Leadership: Virtually manage and mentor engineers embedded across product teams, driving accountability, clarity, and a shared purpose.

• Scaling Functionality: Establish a roadmap for building a dedicated Support Engineering group capable of owning recurring customer support workflows.

• Continuous Improvement: Partner with the Technical Services and Product teams to analyze recurring issues, identify systemic defects, and propose proactive solutions.

• Work Intake Mastery: Oversee the entire NRQ workflow - from intake and triage to development and delivery - ensuring strict adherence to prioritization, SLA, and communication guidelines.

• Cross-Team Coordination: Act as the main liaison between Engineering, Product, and Technical Services for defect triage, prioritization, and resource allocation.

• SLA Ownership: Monitor and enforce response and resolution times by request type (Defects, Tech Questions, Data Requests, etc.), escalating blockers to relevant stakeholders.

• Metrics-Driven Oversight: Partner with data analytics to develop and maintain dashboards tracking customer support ticket load, response times, and SLA compliance.

• Automation & Process Refinement: Identify opportunities to enhance the automation of ticket routing and engineer assignment through Jira and Slack integrations.

• Virtual Leadership: Cultivate Engagement and Accountability within a Geographically Dispersed Engineering Team.

• Mentorship & Growth: Develop engineers’ problem-solving, communication, and customer empathy skills through structured coaching and feedback.

• Future Team Building: Plan, recruit, and onboard new hires as the Customer Support Engineering function matures into a permanent team.

• Performance Recognition: Foster a culture of ownership, learning, and excellence, emphasizing fast and effective customer problem resolution.

WHAT YOU’ll BRING:

• Leadership: 2+ years of experience leading software engineering teams, preferably in customer support, sustaining engineering, or production operations.

• Cross-Functional Collaboration: Proven ability to lead through influence across multiple teams and disciplines (Product, QA, Support, DevOps).

• Process Mastery: Deep understanding of Agile/Scrum principles, engineering ticket workflows, and support SLAs.

• Analytical Acumen: Experience using metrics to drive operational excellence, service quality, and defect resolution outcomes.

• Demonstrable technical understanding/mastery of typical software design and development methodologies.

• Familiarity with common technology stacks such as React, Node.js, containerization and cloud stacks.

• Strategic and logical thinker with a hands-on, data-driven approach to problem-solving

• Ability to lead and direct investigations (not necessarily hands on correctional action)

• Excellent communication and stakeholder management skills, both technical and non-technical

• Comfortable working in a highly virtual, asynchronous, and cross-functional environment.

• Fluent in English (written and verbal); additional languages are a plus.

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SEON is an equal opportunity employer. We strive to embrace what makes each one of us unique; we each have our own story. Whether looking at our current staff or future team members, we believe that everyone has something to contribute, and our employment practices reflect that. We do not make an employment decision based upon race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Please let your recruiter know if you need reasonable adjustments to our recruitment process.