About Bureau

Bureau is a unified risk decisioning platform for Compliance, Fraud, and Transaction risks. 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. 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.

Technical Support Operations

Lead and scale a global Technical Support team supporting enterprise customers(Banking, FinTech, Ecommerce etc).

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 explicit and proactive communication.

Partner with Customer Success, Sales, Product, and Engineering to resolve customer issues and improve product reliability.

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.

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.

Develop and maintain support playbooks, SOPs, and knowledge base articles.

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.





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

Experience supporting global customers across multiple time zones is preferred.

Strong understanding of enterprise SaaS platforms with experience in:

SQL

Web & Mobile SDKs

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

Proven experience managing high-performing technical teams.

Strong coaching, mentoring, and decision-making skills.

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.

We value performance, not hours worked

Compensation

Competitive salary + potential equity

Health benefits, flexible PTO, learning budget

📌 Technical Customer Support Manager (Bengaluru)
🏢 Bureau
📍 Bengaluru