Senior Engineering Lead - Support Group

We are looking for a Senior Engineering Lead to head the Support Group.

The Support Groups mission is to provide fast and effective assistance to customers encountering issues with our products.

This group is made up of three engineering teams focused on:

• Chat Platform: Providing a chat interface that our customers can use to interact with automated and human agents.
• Automation: Leveraging traditional machine learning and LLMs to understand our customers problems and deliver relevant and helpful solutions to those problems.
• Agent Tooling: Ensuring that when a real human touch is needed the right agent is there with the right context to help.

We work closely with product design and analytics to make sure our support experience is fast effective and thoughtful whether its handled by a machine or a person.

You will support the engineering leads of the three teams that make up the group. Your primary responsibility is to ensure these teams are consistently delivering customer value.

Youll coach and guide the engineering leads to help them:

• Focus on delivering customer value.
• Align their teams on goals and priorities.
• Collaborate across functions.
• Build healthy highperforming teams.
• Balance longterm architecture with shortterm delivery.
• Maintain focus on quality speed and outcomes not just output.

At the strategic level you will also collaborate with your peers from other functions in the group leadership: analytics product management and design. You will work closely together to shape the vision and strategy of the group to translate your teams effort into tangible results.

Qualifications :

Were looking for someone who is a strong practitioner of lean product development principles including:

• Driving iterative development that embraces learning and discovery early while delaying irreversible decisions until were better informed.
• Championing evolutionary architecture  avoiding overengineering and letting realworld usage shape the system over time.
• Continuously identifying and removing bottlenecks to keep delivery fast smooth and sustainable.
• Keeping business outcomes front and center  making sure teams understand what success looks like and how to measure it.
• Collaborating in true crossfunctional fashion  working closely with product design and analytics and valuing diverse perspectives to shape better solutions.

The perfect candidate has significant handson leadership experience in at least one and preferably more of the following areas:

• AI/MLDriven Product Development: Leading multiple teams with embedded Data Science skills set that have built deployed and iterated on ML models or AIpowered services/features.
• Platform Engineering: Guiding teams responsible for building and scaling APIs shared services or data platforms that are consumed by other engineering teams.
• Building internal tooling for backoffice staff.
• Building and Scaling Customer Support Technology Functions: A strong track record of building customer supportfocused engineering teams from the ground up or through periods of rapid growth ideally within a global technology company.
• Experience with search/vector databases Large Language Model (LLM) infrastructure data platforms or ML Ops is a significant plus.

If youre excited by the idea of leading a strong team in a highimpact area of the business and you enjoy creating an environment where engineers can thrive and customers feel supported wed love to hear from you.

Additional Information :

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were proud to have a truly international team and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what its like to work at Wise visit .

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Remote Work :

No

Employment Type :

Fulltime