SEON

Engineering Manager – Customer Support Engineering

SEON

full-time

Posted on:

Location Type: Hybrid

Location: Budapest • Hungary

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Tech Stack

AWSCloudDistributed SystemsDockerJavaScriptKubernetesNode.jsReactTerraformTypeScript

About the role

  • Lead and grow a virtual team of engineers dedicated to resolving customer support tickets - primarily defects and other support-related issues.
  • Define and implement the operational and technical strategy for customer support ticket handling, aligned with SEON’s Engineering and Customer Success goals.
  • Ensure rapid, high-quality resolution of defects, technical questions, and data/security-related requests.
  • Virtually manage and mentor engineers embedded across product teams, driving accountability, clarity, and a shared purpose.
  • Oversee the entire NRQ workflow - from intake and triage to development and delivery - ensuring strict adherence to prioritization, SLA, and communication guidelines.
  • Act as the main liaison between Engineering, Product, and Technical Services for defect triage, prioritization, and resource allocation.
  • Monitor and enforce response and resolution times by request type (Defects, Tech Questions, Data Requests, etc.), escalating blockers to relevant stakeholders.
  • Partner with data analytics to develop and maintain dashboards tracking customer support ticket load, response times, and SLA compliance.
  • Cultivate Engagement and Accountability within a Geographically Dispersed Engineering Team.
  • Develop engineers’ problem-solving, communication, and customer empathy skills through structured coaching and feedback.

Requirements

  • 2+ years of experience leading software engineering teams, preferably in customer support, sustaining engineering, or production operations.
  • Proven ability to lead through influence across multiple teams and disciplines (Product, QA, Support, DevOps).
  • Deep understanding of Agile/Scrum principles, engineering ticket workflows, and support SLAs.
  • Experience using metrics to drive operational excellence, service quality, and defect resolution outcomes.
  • 7+ years of extensive experience in full-stack SaaS/web application development, with a deep understanding of complex, distributed systems.
  • 2+ years of hands-on experience with React, demonstrating expertise in building scalable and maintainable front-end architectures.
  • 2+ years of strong experience with NodeJS, preferably NestJS, including designing and implementing robust back-end services.
  • Exceptional software engineering capabilities in JavaScript and TypeScript, coupled with profound knowledge of HTML5/CSS3 and designing/implementing RESTful API development.
  • Solid experience with containerization (Docker), orchestration (Kubernetes), and cloud providers (AWS preferred, including experience with infrastructure as code tools like Terraform).
  • Fluent in English (written and verbal); additional languages are a plus.
Benefits
  • SEON is dedicated to supporting your professional growth and learning.
  • Flexible working arrangements to enhance your work-life balance.
  • Join a diverse and inclusive work culture promoting innovation.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
full-stack developmentSaaSweb application developmentReactNodeJSNestJSJavaScriptTypeScriptHTML5CSS3
Soft Skills
leadershipmentoringproblem-solvingcommunicationcustomer empathyaccountabilityinfluencecollaborationengagementclarity