Technical Support Engineer

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 - Technical Support Engineer

As a Technical Support Engineer, you'll work closely with new and existing customers to ensure successful onboarding and continued support. You will collaborate with cross-functional teams, including Engineering, Product, Sales, Solutions and Marketing, to resolve technical issues, and help enhance our platform and products based on customer feedback.

What you’ll be doing

• Internal Ticket Management: Oversee the triage and resolution of internal and external queries from ticketing systems.

• Drive Customer Experience: Improve customer satisfaction, ensure quick issue resolution, and deliver world-class support.

• Problem Solving: Assist customers with product features, usability, technical issues, and product performance, including pre-sales support and onboarding.

• Collaboration: Partner with Engineering and Product teams to incorporate customer feedback, develop monitoring systems, and enhance platform performance.

• Stakeholder Management: Communicate with non-technical stakeholders to meet their needs, acting as a liaison between technical teams and other departments.

• Technical Troubleshooting: Diagnose complex technical issues using backend systems, logs, and data analysis.

• Customer Advocacy: Monitor CSAT/NPS scores, and strive to increase customer advocacy.

• Project Management: Work on projects that add value to Bureau and enhance the overall customer journey.

• Documentation: Create detailed internal and external documentation to streamline troubleshooting and reduce issue resolution time.

What You’ll Bring

• Experience: 2-4 years in Technical Support/ Product Support/ Customer Support in B2B SaaS environments.

• Communication: Exceptional verbal and written communication skills for technical and non-technical audiences.

• Technical Proficiency: Skilled in debugging, troubleshooting, and support engineering, with expertise in SQL, SDKs (Web & Mobile), API integrations, Networking, Scripting, and programming. Experienced with monitoring tools like Grafana, NewRelic, Superset, and AWS.

• Support Tools: Hands-on experience with tools like FreshDesk, Jira, and HubSpot.

• Customer Focus: A customer-first mindset paired with strong problem-solving and analytical skills.

• Team Collaboration: Ability to thrive in a dynamic, fast-paced environment while collaborating across teams.

• Automation & ITIL: Experience building automation for support workflows and handling ITIL methodologies (Change, Incident, Problem, and Service Management).

• Flexibility: Willingness to work flexible hours, including off-hours as needed.

• Empathy & Confidence: Empathy & Confidence: Exceptional skills in handling high value customers with a mix of empathy and confidence.

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