Manager - Technical Support

Job description

[https://app.ashbyhq.com/api/images/user-content/eadb4172-e32d-48aa-b2d2-1be048f84b9c/1c9ccfe8-7946-4ad5-a384-897fea8db295/Bureau%20Careers%20gamechanger.png] ABOUT BUREAU Bureau is a unified risk decisioning platform for Compliance, Fraud, and Transaction risks. Our platform is a single decision-making engine, powered by a 1 billion+ identity knowledge graph. Over 150 Banks, fintechs, retailers, and digital platforms use Bureau to verify identities faster and stop fraud earlier globally. Bureau has raised $50M+ from renowned Silicon Valley and global investors including Sorenson Capital and PayPal Ventures and is expanding rapidly from APAC to Americas, Europe, and beyond. WHY BUREAU? Bureau is building the infrastructure that makes digital identities and transactions safe and trustworthy for billions of people. The mission is big, the problems are complex, and the impact is real. We hire people who want that level of responsibility. People who move fast, build systems from scratch, and care deeply about turning strategy into execution. If you want predictability or narrow scope, this won't be your place. If you want to shape how a scaling global company operates—keep reading. About the Role - Manager - Technical Support We are looking for an experienced Manager – Technical Support to lead the Bureau's global Technical Support organization. In this role, you will drive world-class support operations for enterprise customers by leading high-performing teams, ensuring operational excellence, and delivering exceptional customer experiences. You will manage a team of Technical Support and Integration Engineers responsible for resolving complex issues across APIs, SDKs, integrations, and platform services. Working closely with Engineering, Product, Customer Success, and Sales, you will drive SLA adherence, manage customer escalations, improve support processes, and eliminate recurring customer issues through data-driven improvements. What you'll do Technical Support Operations Lead and scale a global Technical Support team supporting enterprise customers(Banking, FinTech, Ecommerce etc). - Ensure SLA compliance, rapid response, timely resolution, and high customer satisfaction. - Monitor ticket queues, manage workload distribution, and optimize workforce planning across shifts. - Reduce ticket backlog, improve queue health, and drive operational efficiency. - Lead critical customer incidents and executive escalations with clear and proactive communication. - Partner with Customer Success, Sales, Product, and Engineering to resolve customer issues and improve product reliability. - Identify recurring issues and drive root cause elimination. People Leadership - Lead, coach, and develop Technical Support and Integration Engineers. - Set measurable goals, conduct performance reviews, and support career development. - Recruit, onboard, and retain top talent. - Foster a culture of ownership, collaboration, continuous learning, and customer focus. Operational Excellence - Own key support metrics including SLA Compliance, First Response Time, Resolution Time, Queue Health, Backlog, CSAT, Escalations, and Engineer Productivity. - Prepare operational dashboards and present performance insights to leadership. - Drive automation, process improvements, and operational best practices. - Develop and maintain support playbooks, SOPs, and knowledge base articles. Technical Leadership - Build deep expertise across Bureau's products, APIs, SDKs, and integrations. - Guide engineers in troubleshooting complex application, integration, API, SDk, database, and platform issues. - Ensure complete diagnostics and quality root cause analysis before Engineering engagement. - Partner with Product and Engineering teams to improve platform/ product stability and customer experience. What you'll bring Customer Support Leadership - Proven experience leading enterprise Technical Support teams. - Strong expertise in customer lifecycle management, incident handling, and executive escalations. - Excellent stakeholder management, communication, and customer relationship skills. Support Operations - Experience managing L2/L3 support organizations with expertise in: - Ticket Queue Management - Workforce Planning & Scheduling - SLA & Incident Management - Escalation Management - Backlog Reduction - Operational Reporting Experience supporting global customers across multiple time zones is preferred. Technical Skills - Strong understanding of enterprise SaaS platforms with experience in: - SQL - REST APIs - Web & Mobile SDKs - Third-party Integrations - Application Logs & Databases - Monitoring and Log tools such as Grafana, New Relic, Superset, and AWS - Networking, Scripting, and Programming - Exposure to AI/ML-powered support tools and automation Leadership - Proven experience managing high-performing technical teams. - Strong coaching, mentoring, and decision-making skills. - Ability to influence cross-functional stakeholders in a fast-paced environment. PREFERRED QUALIFICATIONS - Bachelor's or Master's degree in Engineering, Computer Science, Information Technology, or a related field. - 10+ years of experience in Technical Support or Product Support, including leadership experience. - Experience supporting enterprise SaaS products and globally distributed teams. - Experience in FinTech, Banking, Identity Verification, or Digital Fraud Prevention is a plus. OUR CULTURE - We hire self-motivated people and get out of their way - We value performance, not hours worked - Speed, ownership, and impact matter most COMPENSATION - Competitive salary + potential equity - Health benefits, flexible PTO, learning budget [https://app.ashbyhq.com/api/images/user-content/eadb4172-e32d-48aa-b2d2-1be048f84b9c/6fccb083-d8dc-45b1-b1fa-bf1309a7b74b/Bureau%20Careers%20Bottom.png] [https://app.ashbyhq.com/api/images/user-content/eadb4172-e32d-48aa-b2d2-1be048f84b9c/94e1a182-4d95-4398-9076-0c819236e8c9/Bureau%20career%20benefits.png]