{"id":462944,"url":"https://alion.io/job/bureau-manager-technical-support","title":"Manager - Technical Support","company":{"id":178276,"name":"Bureau","domain":"bureau.id","url":"https://alion.io/company/bureau-2","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Support","role_family":"Support","seniority":"staff","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16500,"max_usd":43000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":76},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"Knowledge Graph","optional":false},{"name":"New Relic","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"Superset","optional":false}],"status":"live","first_seen_at":"2026-08-11T14:49:11Z","employer_posted_date":"2026-08-11","last_verified_at":"2026-10-26T05:42:34Z","board_verified":true,"closed_at":null,"days_open":75,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":75},"description":"About Bureau\nBureau 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.\nBureau 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.\nWhy Bureau?\nBureau 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.\nWe 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.\nAbout the Role - Manager - Technical Support\nWe 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.\nYou 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.\nWhat you'll do\nTechnical Support Operations\nLead and scale a global Technical Support team supporting enterprise customers(Banking, FinTech, Ecommerce etc).\nEnsure SLA compliance, rapid response, timely resolution, and high customer satisfaction.\n\nMonitor ticket queues, manage workload distribution, and optimize workforce planning across shifts.\n\nReduce ticket backlog, improve queue health, and drive operational efficiency.\n\nLead critical customer incidents and executive escalations with clear and proactive communication.\n\nPartner with Customer Success, Sales, Product, and Engineering to resolve customer issues and improve product reliability.\n\nIdentify recurring issues and drive root cause elimination.\n\nPeople Leadership\nLead, coach, and develop Technical Support and Integration Engineers.\n\nSet measurable goals, conduct performance reviews, and support career development.\n\nRecruit, onboard, and retain top talent.\n\nFoster a culture of ownership, collaboration, continuous learning, and customer focus.\n\nOperational Excellence\nOwn key support metrics including SLA Compliance, First Response Time, Resolution Time, Queue Health, Backlog, CSAT, Escalations, and Engineer Productivity.\n\nPrepare operational dashboards and present performance insights to leadership.\n\nDrive automation, process improvements, and operational best practices.\n\nDevelop and maintain support playbooks, SOPs, and knowledge base articles.\n\nTechnical Leadership\nBuild deep expertise across Bureau's products, APIs, SDKs, and integrations.\n\nGuide engineers in troubleshooting complex application, integration, API, SDk, database, and platform issues.\n\nEnsure complete diagnostics and quality root cause analysis before Engineering engagement.\n\nPartner with Product and Engineering teams to improve platform/ product stability and customer experience.\n\nWhat you'll bring\nCustomer Support Leadership\nProven experience leading enterprise Technical Support teams.\n\nStrong expertise in customer lifecycle management, incident handling, and executive escalations.\n\nExcellent stakeholder management, communication, and customer relationship skills.\n\nSupport Operations\nExperience managing L2/L3 support organizations with expertise in:\n\nTicket Queue Management\n\nWorkforce Planning & Scheduling\n\nSLA & Incident Management\n\nEscalation Management\n\nBacklog Reduction\n\nOperational Reporting\n\nExperience supporting global customers across multiple time zones is preferred.\nTechnical Skills\nStrong understanding of enterprise SaaS platforms with experience in:\n\nSQL\n\nREST APIs\n\nWeb & Mobile SDKs\n\nThird-party Integrations\n\nApplication Logs & Databases\n\nMonitoring and Log tools such as Grafana, New Relic, Superset, and AWS\n\nNetworking, Scripting, and Programming\n\nExposure to AI/ML-powered support tools and automation\n\nLeadership\nProven experience managing high-performing technical teams.\n\nStrong coaching, mentoring, and decision-making skills.\n\nAbility to influence cross-functional stakeholders in a fast-paced environment.\n\nPreferred Qualifications\nBachelor's or Master's degree in Engineering, Computer Science, Information Technology, or a related field.\n\n10+ years of experience in Technical Support or Product Support, including leadership experience.\n\nExperience supporting enterprise SaaS products and globally distributed teams.\n\nExperience in FinTech, Banking, Identity Verification, or Digital Fraud Prevention is a plus.\n\nOur Culture\nWe hire self-motivated people and get out of their way\n\nWe value performance, not hours worked\n\nSpeed, ownership, and impact matter most\n\nCompensation\nCompetitive salary + potential equity\n\nHealth benefits, flexible PTO, learning budget","description_format":"text","description_chars":5463,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Fraud Detection","Identity Management"],"lifecycle":[{"event":"open","at":"2026-09-06T11:33:13Z"}],"visa":[],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.38,"p_room":0.28,"age_days":75,"expected_fill_days":30,"reasons":["conf:0","velocity","win:tail","crowd:"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/bureau-manager-technical-support","json_url":"https://alion.io/job/bureau-manager-technical-support.json","meta":{"generated_at":"2026-10-26T08:16:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10992,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":178276},"rest":"https://alion.io/mcp/rest/get_company?id=178276"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbureau-manager-technical-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbureau-manager-technical-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbureau-manager-technical-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bureau-manager-technical-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbureau-manager-technical-support"}]}