Manager - Technical Support
Core
Lead a global Technical Support organization for enterprise customers, ensuring operational excellence, SLA adherence, and exceptional customer experiences for a unified risk decisioning platform.
Role type
Manager, Technical Support Operations
Builds
Global support operations, team performance, and customer trust for Bureau's risk decisioning platform
Domain
FinTech, Identity Verification, Fraud Prevention
Deliverable
dashboards & analysis
Required skills
Technical Support team leadership, SLA & Incident Management, Workforce Planning, Root Cause Analysis, Stakeholder Management, SQL, REST APIs, SaaS platform expertise
Preferred skills
Global team management, FinTech/Banking domain knowledge, AI/ML support tools exposure
Technologies
Grafana, New Relic, Superset, AWS
Responsibilities
Lead and scale a global Technical Support team; Ensure SLA compliance and manage ticket queues; Partner with Engineering and Product to resolve complex integration issues; Drive operational improvements and automation; Coach and develop support engineers; Prepare operational dashboards for leadership.
Seniority
Manager, hands-on leadership
