Engineering Manager

Your role at Exness:

We are looking for a strong IT professional who will drive our Customer Relationships & Service Development, focused on providing solutions for the needs of our customer facing teams. The ideal candidate would possess previous experience building customer support systems at scale, as well as the skills of running 3rd party solutions which make the lives of customer support teams easier. 

As the Engineering Manager for our Customer Support Development Teams, you will have the opportunity to facilitate and grow several development teams, which will build and maintain tools and systems that enhance our customer support operations. You will play a crucial role in improving customer satisfaction and operational efficiency through technology. You are expected to have a sense of strong ownership and care over this domain, covering both the technology and people aspects of it. Your team will be responsible for building, improving and maintaining our solutions around ChatBot, CRM system, telephony, the entire IVR, as well as backoffice supporting tools.

This position is open for our on-site location in Malaysia, or Cyprus is an option. 

You will:

• Team Leadership: Mentor and guide 3-4 teams of engineers, fostering a collaborative and innovative work environment.
• Project Management: Oversee the planning, execution, and delivery of development projects, ensuring alignment with organizational goals and timelines.
• Technical Oversight: Provide technical guidance and support to the team, helping to resolve complex issues and ensuring best practices in software development.
• Collaboration: Work closely with Product Managers and Customer Support teams to understand requirements and translate them into technical solutions.
• Continuous Improvement: Identify opportunities for process improvements, automation, and new technologies to enhance support operations and customer experience.
• Performance Management: Conduct regular performance reviews, set goals, and provide feedback to team members to promote professional growth.
  Stakeholder Communication: Communicate project status, risks, and successes to stakeholders, ensuring transparency and alignment.
  
• Assess and implement technologies and tools within the team and being the final decision-maker in choice of team’s technologies and instruments, run an expert assessment of the selected instruments.
• Analyze and eliminate product incidents and implement changes to predict and prevent future incidents together with the team, taking responsibility for the product incidents.
• Participate in the process of goal planning, and ensure their completion.
• Participate in reporting: allocation of resources for projects, a report on the work performed by the team for the past week/quarter, and others, if necessary.
• Interact with other leaders of the technology function teams to identify the interconnections between products and build an appropriate compatible architecture.
• Ensure the team’s success in every aspect - project delivery, product quality, team strength, satisfaction and development.
• Participate in setting team goals, as well as goals for specific team members.
• Motivate and inspire the team to achieve high results.
• Know the strengths and help to improve the weaknesses of all team members for further development and achieving better performance.
  

What makes you a great fit:

• Bachelor’s degree in Computer Science, Engineering, or a related field
• 5+ years of experience in software development, with strong proficiency in programming languages such as Python, Go or Java, and experience with web technologies.
• Experience in leading and developing software development teams, with at least 2 years in a leadership or management role.
• Strong proficiency in programming languages such as Python, Go or Java, and experience with web technologies.
• Experience with development of internal customer-facing products
• Familiarity with customer support systems and tools (e.g., IVR, CRM, ticketing systems) is a plus.
• Ability to work well under pressure and in a fast-changing environment
• Ability to lead engineering teams with a positive attitude and effective communication
• Ability to effectively manage time and resources
• Strong interpersonal and communication skills, with the ability to collaborate effectively across teams.
• A proactive approach, taking ownership as well as being result-oriented and responsible
• Experience in Agile methodologies and project management tools (e.g., JIRA).
• A deep understanding of building effective business processes, gap analysis, and efficiency of processes automation;
• A good level of written and oral communication skills, with the ability to present complex technical solutions clearly to different audiences
• Desire to develop as a manager while remaining an expert in your professional field
• Ability to use advanced English for different work & business purposes

What we offer along the way:

• Competitive and attractive compensation
• Extensive learning opportunities, such as professional training and certifications, soft skills development, free English courses, and trading workshops
• Health and life insurance for employees, spouses, and children, including vaccinations, tests, mental health care, and coverage for vision and dental care
• Generous time off, including 21 days of annual leave and paid sick leave
• Flight tickets, hotel or apartment accommodation for your first month, migration support, and legal help for you and your family for relocation to Cyprus
• Education allowance for your children’s school and kindergarten fees
• Access to our very own sports club with dedicated coaches, free Sanctum Club memberships for you and your spouse, corporate SUPs, jet skis, etc.
• A branded company car with a parking space near the office
• Outstanding team-building experiences and Exness community gatherings
  

Your journey after applying:

1. TA Interview (30 minutes)
2. HM Interview (1,5 hours)
3. Final Interview (1 hour)