Director of Technical Services

SEON is the command center for fraud prevention and AML compliance, helping thousands of companies worldwide stop fraud, reduce risk and protect revenue. Powered by 900+ real-time, first-party data signals, SEON enriches customer profiles, flags suspicious behavior and streamlines compliance workflows - all from one place. SEON provides richer data, more flexible and transparent analysis, and faster time to value than any other provider on the market. We've helped companies reduce fraud by 95% and achieve 32x ROI, and we're growing fast, thanks to our partnerships with some of the world's most ambitious digital brands like Revolut, Wise, and Bilt.

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, let's build the future of fraud prevention together.

What You'll 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 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.

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.

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SEON is an equal opportunity employer. We strive to embrace what makes each one of us unique; we each have our own story. Whether looking at our current staff or future team members, we believe that everyone has something to contribute, and our employment practices reflect that. We do not make an employment decision based upon race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Please let your recruiter know if you need reasonable adjustments to our recruitment process.