Technical Support Manager

About the role

We are looking for an experienced Manager – Technical Support to lead Bureau’s global Technical Support organization. You will drive world‑class support operations for enterprise customers, lead high‑performing teams, ensure operational excellence and deliver exceptional customer experiences.

Key responsibilities

• Lead and scale a global Technical Support team serving enterprise banking, fintech and e‑commerce customers while ensuring SLA compliance and high CSAT.
• Monitor ticket queues, manage workload distribution, reduce backlog and improve queue health across multiple shifts.
• Lead critical incidents and executive escalations with proactive communication.
• Partner with Customer Success, Sales, Product and Engineering to resolve issues, improve product reliability and eliminate recurring problems.
• Own support metrics (SLA, response time, resolution time, backlog, CSAT) and present performance insights to leadership.
• Drive automation, process improvements, and develop playbooks, SOPs and knowledge‑base articles.
• Coach, mentor and develop Technical Support and Integration Engineers, set goals, conduct performance reviews and recruit top talent.

Required profile

• Proven experience leading enterprise Technical Support teams (L2/L3) with strong incident handling and executive escalation skills.
• Experience managing ticket queues, workforce planning, SLA adherence and backlog reduction.
• Strong stakeholder management and communication across global, cross‑functional teams.
• 10+ years in Technical or Product Support, preferably in SaaS, FinTech or identity verification.
• Bachelor’s or Master’s degree in Engineering, Computer Science or related field.

Required skills

• SQL
• REST APIs
• Web and Mobile SDKs
• Third‑party integrations
• Application logs and databases
• Monitoring tools (Grafana, New Relic, Superset, AWS)
• Networking, scripting and programming
• AI/ML‑powered support tools and automation

What we offer

• Competitive salary with potential equity.
• Health benefits, flexible PTO and a learning budget.