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

Are you passionate about delivering exceptional customer experiences while solving complex technical challenges? Join our team as a Senior Technical Support Engineer and be at the forefront of customer success. In this role, you'll collaborate with cross-functional teams—including Engineering, Product, Sales, Solutions, and Marketing—to ensure seamless onboarding, resolve technical issues, and contribute to the evolution of our platform and products.

What you’ll be doing

• Internal Ticket Management: Oversee 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.

• Strategic Automation & Proactive AI Utilization: Implement and manage intelligent automation solutions (such as chatbots and self-service flows) to scale support operations and reduce resolution times. This includes leveraging AI-driven monitoring and advanced analytics to proactively detect emerging platform issues and systemic problems.

• Documentation: Create and maintain comprehensive internal and external documentation to streamline processes and reduce resolution times.

What You’ll Bring

• Experience: 2–4 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.

• AI/ML Expertise: Proven ability to leverage AI/ML concepts and advanced scripting (Python/JavaScript) for building intelligent automation and contributing to model optimization.

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

• 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.

• 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.

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