Bureau
Website:
bureau.id
Job details:
About Bureau
Every day, billions of people interact, shop, and transact online - but behind the convenience lies a growing problem: digital fraud and mistrust. Global losses now exceed US$486B annually, and the questions businesses face are simple yet critical: “Who are you?” and “Can I trust you?” Bureau answers those questions.
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 every day with confidence, growth, customer obsession and speed as our core values here at Bureau. Think of us as a launching pad for your growth.
In just a few years, our knowledge graph has grown to 1 billion+ verified identities globally. Backed by Sorenson Capital and PayPal Ventures, Bureau is not just scaling fast; we’re shaping the future of digital trust.
About the Role - Technical Support Engineer
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.
What Working at Bureau Looks Like
At Bureau, work is about building something meaningful, together. Some days it’s brainstorming around a whiteboard, other times it’s an idea sparked over chai or in a hallway chat. We move fast, give ownership to those closest to the problem, and turn ideas into action quickly.
Our values shape how we work and win together. We believe in Teamwork and Respect that build strong collaborations, Urgency that keeps us close to customer needs, and a Solution Mindset that drives innovation. With Transparency at the core, we strive for Excellence in everything we do and bring relentless Drive to achieve impactful outcomes. This is what working at Bureau looks like - fast, focused, and built on trust.
Flexibility is built into how we work, helping you balance deep focus with collaboration. Learning never stops: through books, courses, and knowledge-sharing. And well-being matters too, with healthcare for you and your family.
Here, you don’t just build products that protect millions - you build trust, grow your skills, and work with people who’ve got your back.
Why Join Bureau?
At Bureau, you’ll be part of a mission with real global impact: creating digital trust that allows businesses and people to transact safely, fairly, and confidently.
- Work with purpose: Build tools that reduce fraud, expand access to credit, and protect people from digital harm.
- Cutting-edge tech: Solve problems using AI, risk intelligence, and graph-based systems at global scale.
- Massive scale, real-world impact: Your work will directly contribute to protecting millions of people and businesses worldwide.
- Room to grow: Join a company scaling 4x YoY, where ownership and bold ideas are rewarded.
- Culture that empowers: Flexible work hours, fast-paced environment, and a team that values speed and innovation.
- Life at Bureau: From offsites and team outings to Friday snacks and friendly table tennis rivalries, we make sure there’s energy, fun, and connection beyond work.
Click on Apply to know more.