Senior Technical Support Engineer
Bureau
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 Senior 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 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: 2-4 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.