--- title: 'Manager - Technical Support at Bureau' canonical: 'https://feeny.ai/job/manager-technical-support-bureau-bengaluru-0edk4nw387gy' type: 'job' last_seen: '2026-09-08' --- # Manager - Technical Support at Bureau - **Company:** Bureau - **Location:** Bengaluru, India - **Employment:** full-time - **Posted:** 2026-08-11 - **Last confirmed live:** 2026-09-08 - **Apply:** https://jobs.ashbyhq.com/bureau/2cca944e-22a6-42b2-b25f-7787f002a86a ## Job description [https://app.ashbyhq.com/api/images/user-content/eadb4172-e32d-48aa-b2d2-1be048f84b9c/1c9ccfe8-7946-4ad5-a384-897fea8db295/Bureau%20Careers%20gamechanger.png] ## 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. - Identify recurring issues and drive root cause elimination. People Leadership - 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. Operational Excellence - 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. Technical Leadership - 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. ## What you'll bring Customer Support Leadership - 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. Support Operations - 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. Technical Skills - Strong understanding of enterprise SaaS platforms with experience in: - SQL - REST APIs - Web & Mobile SDKs - Third-party Integrations - Application Logs & Databases - Monitoring and Log tools such as Grafana, New Relic, Superset, and AWS - Networking, Scripting, and Programming - Exposure to AI/ML-powered support tools and automation Leadership - 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. ## PREFERRED QUALIFICATIONS - Bachelor's or Master's degree in Engineering, Computer Science, Information Technology, or a related field. - 10+ years of experience in Technical Support or Product Support, including leadership experience. - Experience supporting enterprise SaaS products and globally distributed teams. - Experience in FinTech, Banking, Identity Verification, or Digital Fraud Prevention is a plus. ## OUR CULTURE - We hire self-motivated people and get out of their way - We value performance, not hours worked - Speed, ownership, and impact matter most ## COMPENSATION - Competitive salary + potential equity - Health benefits, flexible PTO, learning budget [https://app.ashbyhq.com/api/images/user-content/eadb4172-e32d-48aa-b2d2-1be048f84b9c/6fccb083-d8dc-45b1-b1fa-bf1309a7b74b/Bureau%20Careers%20Bottom.png] [https://app.ashbyhq.com/api/images/user-content/eadb4172-e32d-48aa-b2d2-1be048f84b9c/94e1a182-4d95-4398-9076-0c819236e8c9/Bureau%20career%20benefits.png] ## About Bureau ## Company Overview - **One-liner**: Bureau provides a no-code, AI-powered unified risk decisioning platform for real-time fraud prevention, identity verification, and compliance across the customer lifecycle. - **Entity Type**: Private - **Headquarters**: San Francisco, California, USA (with major offices in Bangalore and Mumbai, India) - **Founded**: 2020 - **Founders**: Not publicly available in sources provided ## Core Business - Primary industry/industries: Fraud prevention, identity verification, regulatory compliance (RegTech), financial technology (FinTech) - Target customers: B2B – enterprises and high-risk industries such as banking, fintech, e-commerce, gaming, and digital marketplaces - Mission: “We dream of a future where every click, every interaction, and every transaction is trusted.” - Vision: To be the single source of trust in the online ecosystem, empowering individuals and businesses to transact confidently. ## Products & Services - **UnifiedRisk Decisioning Platform**: AI-powered orchestration engine that combines device, behavior, identity, network, and transaction data to make real-time risk decisions across onboarding, authentication, and payments. - **Identity Verification**: Document and biometric verification for fast, compliant onboarding (63% faster onboarding claimed). - **Transaction Monitoring & AML**: Real-time monitoring of transactions for anti-money laundering and suspicious activity detection. - **Account Takeover & Bot Detection**: Behavioral biometrics and device intelligence to detect account takeover attempts and automated bot attacks. - **Promo Abuse & Location Spoofing Detection**: Tools to prevent promotional abuse and detect fake locations. - **Graph Identity Network**: Connects identity signals across users and devices to uncover fraud rings. - **Business Verification**: Automated verification of business entities. - **Alternative Data**: Uses non-traditional data points for risk scoring. - **Runtime Application Self Protection (RASP)**: Security layer for runtime application protection. - **Compliance Automation**: Automates KYC/AML compliance at scale, adapting to changing norms. ## Market Standing - **Valuation/Market Cap**: Not publicly available - **Key Metric**: Over 1 billion verified identities processed; 195+ reduction in manual reviews; 70% cost savings from reduced manual review (as claimed on company website) - **Notable Investors/Partners**: Not disclosed in available sources - **Growth Signals**: 187 total employees (as of Built In profile); offices in San Francisco, Bangalore, and Mumbai; recognized with multiple awards: Best Payment Fraud Prevention Technology, Best in Class Regtech Solution Award, Brand Asia Award, Top global leader in preventing Account Takeover in Banking, Top Age Verification Service Provider, Innovative APAC Partner of 2024. ## Competitive Advantages - Unified platform that consolidates multiple risk signals (device, behavior, identity, network, transaction) into a single decision engine. - Self-learning AI system that makes adaptive, real-time decisions without manual intervention. - No-code orchestration enables rapid deployment and customization. - Strong compliance posture (ISO 27001:2013 certified) and ability to adapt to changing KYC/AML regulations. - Coverage across the entire customer lifecycle from onboarding to ongoing transaction monitoring. ## Strategic Focus - Expanding the platform’s AI capabilities for adaptive fraud defense. - Automation of compliance processes to reduce manual review and operational costs. - Targeting high-risk industries (banking, fintech, gaming) for growth. - Scaling global presence with offices in India and the US, serving international clients. - Continuing to build a “Graph Identity Network” to fight sophisticated fraud rings. ## Why Work Here - **Culture**: Described as purpose-driven, grounded in meritocracy, and “relentless in its pursuit of excellence.” Emphasis on making a meaningful impact against fraud. - **Work Policies**: Offers a mix of in-office and remote/hybrid options; Built In lists “Offers a remote work program” and “Typical time on-site: None” for some roles, but many roles are labeled “In-Office.” Flexible leave and hybrid work policies that respect real life. - **Perks & Benefits** (from Built In): Generous parental leave, paid sick days, performance bonuses, gym membership, generous PTO, bereavement leave, family and childcare benefits, health and wellness benefits, learning and development opportunities, and a gaming zone to unplug. - **Growth Environment**: Fast-growing startup (est. 2020, 187 employees) with opportunities for ownership and impact in a high-stakes domain. - **Locations**: Primarily in-office in Bangalore, with additional offices in San Francisco and Mumbai. Some remote possibilities. ## Sources 1. [bureau.id](https://bureau.id/) – Main website 2. [bureau.id/company](https://bureau.id/company) – About page 3. [builtin.com](https://builtin.com/company/bureau-bureauid) – Built In company profile 4. [jobs.bureau.id](https://jobs.bureau.id/) – Careers page 5. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/bureau) – Ashby job listings ## Other roles at Bureau - [Senior Sales Enterprise Manager (NBFC)](https://feeny.ai/job/senior-sales-enterprise-manager-nbfc-bureau-mumbai-2bjggygmd3xr) — Mumbai, India - [Senior Enterprise Sales Manager (Digital Native)](https://feeny.ai/job/senior-enterprise-sales-manager-digital-native-bureau-bengaluru-6nkc6eshrjdq) — Bengaluru, India - [Senior Sales Enterprise Manager (NBFC)](https://feeny.ai/job/senior-sales-enterprise-manager-nbfc-bureau-bengaluru-3qckrqmdzjnw) — Bengaluru, India - [Senior Enterprise Sales Manager (BFSI)](https://feeny.ai/job/senior-enterprise-sales-manager-bfsi-bureau-mumbai-3jjzrw1r5jjc) — Mumbai, India - [Senior Android Engineer](https://feeny.ai/job/senior-android-engineer-bureau-bengaluru-cwd22zssfyye) — Bengaluru, India - [Social Media Marketing Intern](https://feeny.ai/job/social-media-marketing-intern-bureau-bengaluru-84rpsdbwajdt) — Bengaluru, India - [Sr. Technical Program Manager - Enterprise Delivery](https://feeny.ai/job/sr-technical-program-manager-enterprise-delivery-bureau-bengaluru-1c825fv1bw74) — Bengaluru, India - [Social Media & Digital Marketing Specialist](https://feeny.ai/job/social-media-digital-marketing-specialist-bureau-bengaluru-k6fe94dxpdek) — Bengaluru, India - [Senior Data Engineer](https://feeny.ai/job/senior-data-engineer-bureau-bengaluru-ggg5b5bxpdje) — Bengaluru, India - [Payroll & Finance Associate](https://feeny.ai/job/payroll-finance-associate-bureau-bengaluru-sayhkgna27xy) — Bengaluru, India