Manager - Technical Support

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.

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.

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.

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.

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.

Experience managing L2/L3 support organizations with expertise in:

Ticket Queue Management

Workforce Planning & Scheduling

SLA & Incident Management

Escalation Management

Backlog Reduction

Operational Reporting

Experience supporting global customers across multiple time zones is preferred.

Proven experience managing high-performing technical teams.

Strong coaching, mentoring, and decision-making skills.

Ability to influence cross-functional stakeholders in a fast-paced environment.

We hire self-motivated people and get out of their way

We value performance, not hours worked

Speed, ownership, and impact matter most