Technical Support Manager
Posted 11 Aug 2026
Advertised as “Manager - Technical Support”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 10+ yrs
- Management level
- People management
- Contract
- Full-time
No salary listed for this role.
Field of studyComputer Science, Engineering, Information Technology (or related)
Study levelBachelor's or higher
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.