Senior Technical Support Engineer

Bureau is an all-in-one platform for identity decisioning, fraud prevention and compliance requirements. Trusted for enhancing security and compliance, Bureau simplifies identity management for businesses. This is a place where we celebrate homegrown leaders, and have an open-door policy where your voice matters, your ideas flourish, and your potential knows no bounds. We are driven to put our best foot forward everyday with confidence, growth, customer obsession and speed as our core values here at Bureau. Think of us as a launching pad for your growth.

Come join us and help restore trust in online interactions!

Key Responsibilities

• Internal Ticket Management: Lead the triage and resolution of internal and external queries using ticketing systems and other channels.
• Customer Experience: Elevate customer satisfaction through quick issue resolution and world-class support delivery.
• Problem Solving: Assist with product features, usability, technical issues, integrations and performance, including pre-sales support and onboarding.
• Collaboration: Work closely with Engineering and Product teams to incorporate customer feedback, build monitoring systems, and enhance platform performance.
• Stakeholder Communication: Act as a bridge between technical teams and non-technical stakeholders, ensuring their needs are met effectively.
• Technical Troubleshooting: Diagnose complex issues by analyzing backend systems, logs, and data.
• Customer Advocacy: Monitor CSAT/NPS scores and drive initiatives to improve customer advocacy.
• Project Management: Contribute to strategic projects that enhance customer journeys and add value to the organization.
• Documentation: Create and maintain comprehensive internal and external documentation to streamline processes and reduce resolution times.

Required Skills & Expertise

• Experience: 4–8 years in Customer Support, Technical Support, or Product Support, preferably in a B2B SaaS environment.
• 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: Exceptional skills in handling escalations with a mix of empathy and confidence.

If you’re ready to make a significant impact and grow in a challenging yet rewarding environment, we’d love to hear from you.

Why should you choose us?

1. Your growth is our responsibility.

We emphasise on learning and development over material perks and are happier to nourish your mind. If there's a book, course, or program that enhances your work at Bureau, feel free to pursue it—we'll take care of the financial aspect.

1. We believe in flat structures

While we do have designations and reporting managers, our structure fosters a lot more freedom. You can collaborate with anyone, explore job rotations, transition between different projects, and express your opinions openly to whomever you choose.

1. Homegrown Leaders

Our nurturing environment and specialized programs, like ElevateEngg, have led to success stories where even interns grow into impactful leadership roles over time.