Description
Bureau is hiring a Manager – Technical Support to lead its global Technical Support organization for enterprise customers. The role manages Technical Support and Integration Engineers, oversees SLA compliance, incident handling, escalations, queue health, workforce planning, customer satisfaction, and root-cause elimination, and partners with Engineering, Product, Customer Success, and Sales. The manager will also develop engineers, maintain support processes and knowledge resources, and improve platform reliability through automation and data-driven improvements. The position requires enterprise technical support leadership, SaaS and API expertise, and strong stakeholder management; preferred qualifications include a relevant degree, 10+ years of support experience, global customer experience, and FinTech or identity-fraud experience. Compensation includes competitive salary, potential equity, health benefits, flexible PTO, and a learning budget.
