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

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.

What you’ll be doing

• 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 You’ll Bring

• Experience: 2-4 years in Technical Support/ Product Support/ Customer Support in B2B SaaS environments.

• 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.

• 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.

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

• Flexibility: Willingness to work flexible hours, including off-hours as needed.

• Empathy & Confidence: Empathy & Confidence: Exceptional skills in handling high value customers 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.

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.