Technical Customer Support Manager
Core
Managing technical support operations for a SaaS platform used by banks and government agencies to detect money laundering and fraud.
Role type
Technical Customer Support Manager
Builds
Support operations and client satisfaction for financial crime detection software
Domain
Fintech / Regtech / Financial Crime (AML/KYC)
Deliverable
client delivery
Required skills
Technical troubleshooting, API debugging, SQL, ticketing systems management, technical documentation, stakeholder communication
Preferred skills
AML/KYC domain knowledge, SQA/testing frameworks, engineering collaboration
Technologies
REST APIs, SQL, Jira, Zendesk
Responsibilities
Troubleshoot API, UI, platform, and data-related issues; manage support ticket lifecycle from triage to resolution; perform regression testing and release validation; develop and maintain support knowledge base and runbooks; mentor future support hires
Seniority
Individual Contributor, early-stage leadership potential
