Engineering Senior Director - Customer Success

Summary

Join Feedzai as an Engineering Leader in the Customer Success Center of Excellence (CoE) to drive the Engineering pillar. Lead a strategic core team, collaborating with Delivery Managers, Solution Architects, and Engineering Managers globally. Set and evolve technical standards, delivery practices, and solution architecture quality. Support scalable growth and coach future technical leaders. Contribute to strategic customer engagements, providing technical guidance. Own and evolve the engineering competency matrix, promoting knowledge sharing and engineering excellence.

Requirements

• Proven leadership in a technical CoE or platform engineering function, preferably within an enterprise B2B software environment
• Strong track record delivering complex products (ideally fraud/fintech, data-intensive, or mission-critical systems), both SaaS and on-prem (optional)
• Experience working with Solution Architects, Engineering Managers, and Delivery leaders to operationalize technical vision
• Exposure to cloud and hybrid deployments , distributed systems, and scalable architecture models
• Strong engineering fundamentals with the ability to review and challenge solution designs, integration flows, and architectural decisions across front-end, back-end, and distributed systems
• Product driven mentality with focus on product evolution, standardization and leveraging product improvements over customizations
• Solid understanding of CI/CD pipelines, observability, reliability engineering, and cloud-native deployment patterns (AWS a must; GCP/Azure a plus)
• Hands-on knowledge of key technologies such as Kafka, Spark, containerized environments , real-time data pipelines, and API ecosystems
• Comfortable navigating the entire customer lifecycle : scoping technical solutions in pre-sales, working through BPE revisions, managing change requests, and driving long-term adoption
• Skilled in balancing technical vision with delivery constraints —knows when to push for best practices vs. when to compromise pragmatically to meet customer needs
• Actively contributes to or fosters technical communities of practice —understands the value of consistency, reusability, and internal alignment in fast-scaling environments
• Deep familiarity with delivery metrics and operational efficiency —can define and track meaningful indicators for throughput, incident rates, margin, and resourcing
• Comfortable navigating ambiguity and setting direction in evolving org structures

Responsibilities

• Lead the Engineering practice within the Customer Success CoE (including Engineers and Solution Architects)
• Define and maintain technical standards, architecture best practices, delivery guidelines , and reusable frameworks for successful deployments
• Act as a sounding board and escalation point from a technical perspective for Engineering Managers across the Delivery centers
• Collaborate with Business, Project Management, Risk & AI, Product, and Customer Care teams to ensure alignment on solution design, implementation health, and delivery feasibility
• Contribute to strategic customer engagements —providing oversight and technical guidance on critical deals, escalations, and solution reviews
• Coach and mentor Engineering Managers and high-potential ICs across regions and the GDC
• Influence and participate in commercial discussions , especially where engineering scope impacts pricing, project scope, or success planning
• Own and evolve the engineering competency matrix and support structured career growth
• Promote knowledge sharing and engineering excellence across the broader CS organization
• Define and evolve the engineering delivery model and processes across CS, ensuring consistency between GDC and regional teams
• Own and maintain the Engineering Competency Matrix, including leveling criteria, certification plans, and onboarding guidelines
• Collaborate with HR and Delivery on career pathing, talent pyramid planning, and identifying strategic skill gaps
• Develop and roll out technical training programs, peer learning forums, and role-specific certification tracks
• Define and track CoE-wide KPIs for technical quality, delivery health, onboarding efficiency, and engineering productivity
• Champion automation, reusability, and tooling to increase delivery scalability and reduce engineering overhead
• Work with Product and Delivery teams to influence delivery feasibility, product roadmap decisions, and recurring technical escalations