Manager - Technical Support
$150,000–$200,000 year
On-siteBengaluru, Karnataka, India
Bengaluru, Karnataka, IndiaOn-siteFull Time$150,000–$200,000 yearIdentity ServicesSmall
Full TimeSmallIdentity Services
Job Summary
Lead a global Technical Support team resolving complex issues across APIs, SDKs, integrations, and platform services for enterprise banking and fintech clients. Ensure SLA compliance, manage ticket queues, and drive root cause elimination to reduce backlogs and improve queue health. Partner with Engineering, Product, and Customer Success to resolve escalations and enhance platform stability. Coach engineers, set performance goals, and foster a culture of ownership while maintaining operational excellence through data-driven insights and process automation.
Required Qualifications
- 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
- Ticket Queue Management
- Workforce Planning & Scheduling
- SLA & Incident Management
- Escalation Management
- Backlog Reduction
- Operational Reporting
- Experience supporting global customers across multiple time zones
- Strong understanding of enterprise SaaS platforms
- 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
- 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
Desired 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
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