Manager - Technical Support

Overview

Manager – Technical Support to lead Bureau’s global Technical Support organization, drive support operations, and manage teams resolving complex issues across APIs, SDKs, integrations, and platform services for enterprise customers.

What you'll do

• Lead and scale a global Technical Support team serving enterprise customers.
• Ensure SLA compliance, rapid response, timely resolution, and high customer satisfaction.
• Monitor ticket queues, manage workload distribution, and optimize workforce planning.
• Lead critical incidents and executive escalations with proactive communication.
• Drive operational improvements by reducing backlog and improving queue health.
• Partner with cross-functional teams to resolve issues and improve product reliability.

What you'll need

• Proven experience leading enterprise Technical Support teams.
• Strong expertise in ticket queue management, incident handling, and escalations.
• Experience managing L2/L3 support organizations.
• Strong understanding of enterprise SaaS platforms including SQL and REST APIs.
• Experience with web & mobile SDKs and third-party integrations.
• Experience with monitoring/log tools including Grafana, New Relic, Superset, and AWS.

Details

• Experience supporting global customers across multiple time zones is preferred.
• Bureau seeks a Technical Support and Integration engineering leadership role.