Engineering Manager - Customer Support Engineering

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SEON Technologies Kft.
Munkavégzés helye

Hibrid • Budapest

Munkaidő, foglalkoztatás jellege
- Teljes munkaidő
- Általános munkarend
Elvárt technológiák
- SECURITY DEVOPS REACT NODEJS JAVASCRIPT HTML5 CSS3 API DOCKER CLOUD AWS ACCESS AGILE SCRUM
Elvárások
- Angol középfok
- 5-10 év tapasztalat
- Középiskola

Állás elmentve

A hirdetést eltávolítottuk a mentett állásai közül.

Responsibilities

Define and implement the operational and technical strategy for customer support ticket handling
Ensure rapid, high-quality resolution of defects, technical questions, and data/security-related requests
Virtually manage and mentor engineers embedded across product teams
Establish a roadmap for building a dedicated Support Engineering group
Partner with Technical Services and Product teams to analyze recurring issues and propose solutions
Oversee the entire NRQ workflow from intake to delivery ensuring adherence to prioritization, SLA, and communication guidelines
Act as liaison between Engineering, Product, and Technical Services for defect triage and prioritization
Monitor and enforce response and resolution times by request type, escalating blockers
Develop and maintain dashboards tracking customer support ticket load, response times, and SLA compliance
Identify opportunities to enhance automation of ticket routing and engineer assignment
Cultivate engagement and accountability within a geographically dispersed engineering team
Develop engineers’ problem-solving, communication, and customer empathy skills
Plan, recruit, and onboard new hires as the function matures
Foster a culture of ownership, learning, and excellence

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
2+ years of hands-on experience with React
2+ years of strong experience with NodeJS, preferably NestJS
Exceptional software engineering capabilities in JavaScript and TypeScript
Profound knowledge of HTML5/CSS3 and RESTful API development
Solid experience with containerization (Docker), orchestration (Kubernetes), and cloud providers (AWS preferred)
Excellent communication and stakeholder management skills
Strategic thinker with a hands-on, data-driven approach to problem-solving
Comfortable working in a highly virtual, asynchronous, and cross-functional environment
Fluent in English (written and verbal)

What we offer

Full time employment
Hybrid work location in Budapest
Opportunity to lead and build SEON’s first Customer Support Engineering function
Work with a growing team making a big impact
Fair compensation
Employee stock ownership plan (ESOP)
National holidays and generous holiday allowance
Flexible work schedule
Enhanced parental leave policies
Private health insurance including coverage for spouse and dependents
Hybrid working environment with remote and office collaboration
Employee assistance and mental health support platform
Monthly company breakfast and weekly lunch allowance
Access to learning and development opportunities including external L&D
Weekly language courses in 40+ languages
Book allowance for business books

Workplace extras

Canteen
Cafe
Corporate events
Bicycle storage
Free fruits, snacks
Free coffee, soft drinks
Free breakfast
Free lunch
Play corner

Company info

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.