About the role
At Bureau, we take care of risks so that our clients take care of their business.Bureau is a no-code Identity Decisioning Platform that enables seamless customer onboarding and fraud-free customer interactions. Our platform protects and accelerates onboarding, verification, and transactions — without introducing friction for the end users. Our innovative technologies and data-driven approach enable our clients to mitigate risks, enhance security, and build trust with their customers. We prefer trustworthiness over creditworthiness! The company is an ISO 27001: 2013 and SOC2 Type 2 certified organization. We pride ourselves on our collaborative culture and commitment to excellence.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.
How will your day look like at Bureau?Internal Ticket Management: Oversee the triage and resolution of internal and external queries from ticketing systemsDrive Customer Experience: Improve customer satisfaction, ensure quick issue resolution, and deliver world-class supportProblem Solving: Assist customers with product features, usability, technical issues, and product performance, including pre-sales support and onboardingCollaboration: Partner with Engineering and Product teams to incorporate customer feedback, develop monitoring systems, and enhance platform performanceStakeholder Management: Communicate with non-technical stakeholders to meet their needs, acting as a liaison between technical teams and other departmentsTechnical Troubleshooting: Diagnose complex technical issues using backend systems, logs, and data analysisCustomer Advocacy: Monitor CSAT/NPS scores, and strive to increase customer advocacyProject Management: Work on projects that add value to Bureau and enhance the overall customer journeyDocumentation: Create detailed internal and external documentation to streamline troubleshooting and reduce issue resolution time
.What does it take to be in this role?Experience: 1-3 years in Customer Support/ Technical Support/ Product Support in B2B SaaS environmentsCommunication: Excellent verbal and written communication skills, with the ability to convey technical information to both technical and non-technical stakeholdersTechnical Proficiency: Expertise in debugging, troubleshooting, and support engineering with practical experience in MongoDB, JSON, SQL, and API integrations. Proficient in using monitoring tools such as Grafana, NewRelic, and AWS, along with basic scripting and programming knowledgeSupport toolsets: Familiarity with customer support tools like FreshDesk, Jira, and HubSpotCustomer Focus: Strong problem-solving skills and a customer-centric approach to delivering exceptional experiencesTeam Collaboration: Thrive in a fast-paced environment, working cross-functionally to solve problems and enhance customer satisfactionFlexibility: Flexible to work in any working hours, including potential off-hours as needed.
About the company
Bureau is a no-code Identity Decisioning Platform that enables seamless customer onboarding and fraud-free customer interactions. Our platform protects and accelerates onboarding, verification, and transactions — without introducing friction for the end users. Our innovative technologies and data-driven approach enable our clients to mitigate risks, enhance security, and build trust with their customers. We prefer trustworthiness over creditworthiness! The company is an ISO 27001: 2013 and SOC2 Type 2 certified organization. We pride ourselves on our collaborative culture and commitment to excellence.