Manager - Technical Support (FinTech)

Location: Bangalore, India

Company

hirify.global provides a unified risk decisioning platform for compliance, fraud, and transaction risks, powered by a large-scale identity knowledge graph.

What you will do

• Lead and scale Technical Support and Integration Engineering teams serving enterprise banking, fintech, ecommerce, and digital platform customers.
• Ensure SLA compliance, rapid response, timely resolution, customer satisfaction, and healthy support queues.
• Manage critical incidents and executive escalations with clear, proactive communication.
• Partner with Customer Success, Sales, Product, and Engineering to resolve issues and improve platform reliability.
• Coach engineers, set goals, conduct performance reviews, and support recruitment, onboarding, and career development.
• Own support metrics, dashboards, playbooks, SOPs, knowledge base content, automation, and process improvements.

Requirements

• 10+ years of experience in Technical Support or Product Support, including leadership experience.
• Proven experience leading enterprise Technical Support teams and L2/L3 support organizations.
• Experience with ticket queue management, workforce planning, SLA and incident management, escalations, backlog reduction, and operational reporting.
• Strong understanding of enterprise SaaS platforms, SQL, REST APIs, web and mobile SDKs, third-party integrations, application logs, databases, monitoring, and networking.
• Experience managing high-performing technical teams and influencing cross-functional stakeholders.
• Bachelor's or Master's degree in Engineering, Computer Science, Information Technology, or a related field.

Nice to have

• Experience supporting global customers across multiple time zones.
• Exposure to AI/ML-powered support tools and automation.
• Experience in FinTech, Banking, Identity Verification, or Digital Fraud Prevention.

Culture & Benefits

• Self-motivated employees are trusted to work independently.
• Performance is valued over hours worked, with emphasis on speed, ownership, and impact.
• Competitive salary with potential equity.
• Health benefits, flexible PTO, and a learning budget.