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.

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.

Engineering Manager – Customer Support Engineering

Key skills