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Bureau

Manager - Technical Support

Job · Full-timeIn OfficeBengaluruEntry level / 0-2 years1 opening

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About this role

Bureau is hiring for Manager - Technical Support in Bengaluru. This opening was published by Bureau on their official ashby careers board on 11 August 2026 and was verified as still open on 17 September 2026. About the…

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Skills you'll use

SQLAWSREST APIsCommunicationStakeholder ManagementCompensationCustomer SupportReporting

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.

Who can apply

Recruit, onboard, and retain top talent.
Foster a culture of ownership, collaboration, continuous learning, and customer focus.
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.
Build deep expertise across Bureau's products, APIs, SDKs, and integrations.
Guide engineers in troubleshooting complex application, integration, API, SDk, database, and platform issues.

About Bureau

About Bureau • Bureau stops fraud in real time using device, identity, and behavioral signals. Trusted by 200+ global brands across fintech and e-commerce. Combine device, behavior, identity, network, and transaction data into one platform for real-time risk decisions across every digital…

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