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!

What to expect from the role

As a Senior Technical Support Engineer, youll 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 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 does it take to be in this role

• Experience: 4-6 years in Customer Support/ Technical Support/ Product Support in B2B SaaS environments.

• Communication: Excellent verbal and written communication skills, with the ability to convey technical information to both technical and non-technical stakeholders.

• Technical 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 knowledge.

• Support toolsets: Familiarity with customer support tools like FreshDesk, Jira, and HubSpot.

• Customer Focus: Strong problem-solving skills and a customer-centric approach to delivering exceptional experiences.

• Team Collaboration: Thrive in a fast-paced environment, working cross-functionally to solve problems and enhance customer satisfaction.

• Flexibility: Flexible to work in any working hours, including potential off-hours as needed.

1. Your growth is our responsibility.

We emphasise on learning and development over material perks and are happier to nourish your mind. If theres a book, course, or program that enhances your work at Bureau, feel free to pursue it well 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.

FAQs:

1. What is our hiring process like
   We start with a friendly chat to get to know each other and align goals. Then, we ll have 2-3 discussions where we ll dive into real-world examples to explore your skills. Finally, we ll make sure you re a great fit with our culture and values.

2. How can I improve my chances of getting hired
   Get to know Bureau s mission and what we re all about. Understand the role, and think about how your past work connects with it. Keep your resume simple, clear, and to the point (2 pages or less) to highlight your skills and experience.

3. What is Bureau s approach to diversity and inclusion
   We believe in a diverse and inclusive culture where everyone s voice matters. We focus on diverse referrals, inclusive hiring, and offer special leaves to support our team. Our goal is for everyone to feel valued and empowered to grow with us.

4. What learning and growth opportunities can I expect at Bureau
   At Bureau, we re all about growth. You ll have access to learning resources, mentorship, and exciting projects that help you level up in your career. We re committed to helping you grow and encourage continuous learning along the way.