IT
Pre-Sales Engineer EMEA
Contract type
Ongoing
Work mode
Remote · EMEA
Experience
Mid-level · 3+ years
Job description
Senior Pre-Sales Engineer supporting Incode's customer-facing operations in EMEA, owning customer issues from first report to resolution and supporting POCs, pilots, and implementations. The role sits at the intersection of engineering and customer success.
At a glance
- Work mode
- Remote · EMEA
- Languages
- English – proficient
What you'll do
- Take ownership of reported customer issues and see problems through to resolution, perform root cause analysis, and work to prevent issues from reoccurring
- Help triage, debug and pull engineers when necessary, to mitigate incidents and solve implementation challenges
- Research, diagnose, troubleshoot, and debug customer issues encountered during POCs / pilots and implementations / integrations, as well as during production phase
- Help do training for POCs and implementations assisting Delivery / Project Managers in the onboarding process
- Develop and contribute to internal and external knowledge bases
- Be a champion for Incode's customers and hold our teams to a high standard of customer service
What we're looking for
- Excellent written and verbal communication skills
- Strong problem solving skills, customer service and interpersonal skills
- Passion for customer service and ownership of the customer experience including comprehensive issue resolution
- Understanding of support organizations and key indicators that drive supportability
- Proven track record of resolving issues and risks in a cross-functional and collaborative way
- Confident, and you easily build relationships when working with your customers and internal partners
- Naturally curious, eager to learn and proactive in sharing knowledge with others
- Able to work in a fast-paced environment with a strong sense of urgency in driving projects to completion
- Highly motivated, able to multi-task and be resourceful
- BS degree in Computer Science or in related field
- Minimum 3 years of experience in similar roles, ideally in an enterprise SaaS environment
- Good understanding of business processes
- Proficient in English
- Understanding of APIs, SDKs, and cloud computing technology
- Experience in various software designs, languages, and architecture
- Familiarity with cloud-based softwares
- Experience with HTTP based on JSON services
- Experience with HTTP client tools like Postman or Insomnia
- Experience developing scripting or batch processes using sprint batch, shell script or Python
- Experience developing Mobile iOS and/or Android Native Apps, knowledge of Swift, Kotlin, Java, Cocoapods, Maven
- Experience with HTML and Python
- Experience developing Mobile Apps based on frameworks such as React Native, Flutter, Xamarin
- Experience integrating third-party Web or Mobile SDKs
Nice to have
- Working knowledge of biometrics or identity software is ideal
- Basic understanding with non-relational databases like MongoDB and Redis is a plus
Benefits
- Flexible Working Hours & Workplace
- Open Vacation Policy
Apply
Direct apply at Incode Technologies
Opens the job posting at Incode Technologies
About Incode Technologies
Power a world of trust
Incode is a Series B unicorn ($2.1 B valuation) providing AI-powered identity solutions that let banks, fintechs, marketplaces, and governments deliver friction-free experiences while defeating fraud and safeguarding privacy.
Mission
Reinventing the way humans authenticate and verify their identities online to power a world of digital trust.
Key facts
- Identity verification / digital identity
- Series B unicorn with a $2.1 B valuation
- Named a leader in the Gartner® Magic Quadrant™ for Identity Verification
- Serves industries including finance, government, retail, hospitality, and gaming
Partners & customers
CitiAirBnBBlockChimeSixtTikTok
What they value
- High performance
- Freedom & responsibility
- Context, not control
- Highly aligned, loosely coupled
- Continuous Feedback
- Promotions & Development