Director of Technical Services

Join SEON in our mission to create a Fraud Free World! As the Head of Global Technical Services, you will own and scale our global Technical Services organization, ensuring exceptional 24 / 7 support coverage across regions. You’ll lead multiple pods of Technical Services Analysts and Sr. TSAs, driving technical excellence, operational efficiency, and outstanding customer outcomes on a global scale.

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