Director of Technical Services
Director of Technical Services
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Job Description
Join SEON in our mission to create a Fraud Free World! As the Head of Global Technical Services you will own and scale our global Technical Services organization ensuring exceptional 24/7 support coverage across regions. Youll lead multiple pods of Technical Services Analysts and Sr. TSAs driving technical excellence operational efficiency and outstanding customer outcomes on a global scale.
Are you a visionary strategic leader with a passion for building high-performing technical teams solving complex challenges and enabling world-class customer support worldwide If so lets build the future of fraud prevention together.
What Youll Do
- Lead and scale a global Technical Services team spanning multiple time zones and support pods. Hire mentor and develop talent across regions to build a resilient expert organization.
- Define and own the technical services vision and strategy globally ensuring alignment with SEONs customer experience goals and business priorities.
- Drive operational excellence by designing and implementing standardized global processes workflows and best practices that ensure consistent high quality technical support.
- Oversee 24/7 support coverage through multiple pods managing scheduling handoffs and cross-pod collaboration to deliver seamless customer experiences.
- Act as the ultimate escalation point for critical and high impact technical issues providing strategic guidance and facilitating cross functional resolution efforts.
- Partner closely with Engineering Product Sales and Customer Success leadership to integrate feedback optimize solutions and contribute to product and service innovation.
- Establish and monitor key performance indicators (KPIs) such as resolution times customer satisfaction team productivity and incident management efficiency. Drive continuous improvement initiatives based on data driven insights.
- Lead the development of global training programs technical enablement and knowledge sharing initiatives to empower the team and enhance organizational expertise.
- Foster a positive inclusive and coaching focused team culture that supports growth accountability and high engagement across all locations.
What You Bring
- 10 years of experience in technical support technical consulting or customer facing technical leadership roles preferably within cloud based SaaS organizations.
- 5 years of leadership experience managing global multi-shift and multi-location technical teams.
- Deep expertise in technical troubleshooting API integrations system optimizations and cloud technologies.
- Proven success in scaling customer support operations establishing global processes and driving operational excellence.
- Exceptional communication and stakeholder management skills able to engage effectively with both technical teams and executive leadership worldwide.
- Experience working with tools such as Jira Slack Postman and ticketing systems; familiarity with SQL and scripting (Python preferred).
- Strong strategic thinking problem solving and decision making capabilities.
- Passion for coaching talent development and building high performing teams in a fast paced environment.
Required Experience:
Director
Employment Type
Full-Time
