SEON

Director

• 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.

Director, Technical Services

Implementation Specialist

• Act as a strategic project manager guiding customers through a structured onboarding process, including defining timelines, managing milestones, coordinating technical setup, and overseeing API integration
• Ensure rule configuration, system testing, and user training
• Analyze customer data and performance metrics to improve fraud detection accuracy and reduce false positives
• Collaborate with customers and SEON’s Fraud Services team to tailor risk rules, workflows, and detection strategies
• Provide consultative, data-driven recommendations to enhance decision making and optimize detection strategies
• Partner with customer development teams to ensure smooth technical integrations and proactively address implementation challenges
• Monitor post-implementation performance and identify opportunities for improvement
• Maintain comprehensive project documentation and transition customers to the Account Management team to maximize SEON’s tools

Director, Technical Services

Implementation Consultant