Job Level
Lead
Tech Stack
CloudPythonSQL
About the role
- 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 SEON’s 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.
Requirements
- 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.