POWER A WORLD OF TRUST
Incode is the leading provider of world-class identity solutions that is reinventing the way humans authenticate and verify their identities online to power a world of digital trust.
Through our revolutionary identity solutions, we are unleashing the business potential of universal industries including finance, government, retail, hospitality, gaming, and more, by reducing fraud and transforming human interactions with data, products, and services.
We’re in the process of rapidly scaling our diverse global team and we’re looking for entrepreneurial individuals and leaders who are curious, driven, and excited by ownership to join a Unicorn-status scale-up!
- Role Title: Technical Support Engineer
- Direct Report: Lead of Technical Support
- Area: Customer Success
- Location: Serbia
The Opportunity
We are looking for collaborative and adaptable Technical Support Engineer in Serbia! The Technical Support Engineer plays a critical role in ensuring the smooth operation of the platform by providing high-quality technical assistance to customers. This role focuses on diagnosing, troubleshooting, and resolving issues related to the company’s products and services, including managing production support processes to address incidents and platform outages effectively. TSEs act as a bridge between customers and internal teams, ensuring that problems are resolved promptly while maintaining strong customer relationships. The role requires a blend of technical expertise, customer-focused communication, and the ability to perform effectively in a fast-paced environment where timely and reliable solutions are essential.
Responsibilities
Production Support and Incident Management:
- Serve as the primary contact for customers reporting technical issues or during productive incidents.
- Diagnose, resolve or escalate issues reported by customers.
- Ensure that the IMP for platform outages is followed
- Perform root cause analyses (RCA) to identify and resolve recurring issues.
- Document incidents thoroughly, capturing root causes and solutions to enhance knowledge-sharing within the team.
- Guide customers through technical solutions, ensuring they understand the steps taken and outcomes.
- Monitor and manage open tickets, ensuring timely follow-ups and resolution.
- Assist and notify customers in understanding product updates, release notes, and potential impacts on their operations.
- Provide critical and relevant information on the status and evolution of issues to all involved parties.
- Create and maintain detailed documentation on technical issues, solutions applied, and proposed improvements.
- Share knowledge with other team members and clients.
Requirements
Technical Background:
- Previous experience in technical support or similar roles (2-4 years).
- Bachelor's degree in computer science, Engineering, or related field (or equivalent experience).
- Strong troubleshooting skills in REST APIs, networking, and authentication protocols.
- Experience with cloud platforms (Azure, AWS, or GCP) and monitoring tools.
- Basic knowledge of databases (SQL, PostgreSQL, NoSQL).
- Knowledge of monitoring and performance analysis tools (Splunk, Datadog, Grafana).
Soft Skills:
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills in English (other languages are a plus).
- Customer-focused mindset with the ability to handle challenging situations professionally.
- Availability to rotate shifts (5 days a week, 8 hours a day, in a range of 7am - midnight).
Nice to have:
- Familiarity with SDK integrations (iOS, Android, Web).
- Experience with JIRA, Zendesk, or similar ticketing systems.
- Knowledge of CI/CD pipelines and DevOps tools.
- Previous experience in managing critical incidents and conducting RCAs.
8 Aspects of our Culture:
- Values are what we value
- High performance
- Freedom & responsibility
- Context, not control
- Highly aligned, loosely coupled
- Continuous Feedback
- Pay Top of Market
- Promotions & Development
- Learn more about Life at Incode!
Benefits & Perks:
- Meaningful Equity
- Flexible Working Hours & Workplace
- Open Vacation Policy
- Wellness Program
- International Travel Opportunities
- Additional benefits package according to location (401k, medical insurance, etc.)
Equal Opportunities:
Incode is an equal opportunity employer, committed to creating a diverse and inclusive work environment. We take great pride in having an inclusive, diverse, and global team and are always looking for talented and passionate people from all backgrounds and walks of life.
Applicant Data Privacy:
We will only use your personal information concerning Incode’s application, recruitment, and hiring processes.
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What We Do
Incode Technologies is an omnichannel biometric identity company that builds secure, top-rated solutions for frictionless banking, healthcare, hospitality, and retail experiences. The company’s end-to-end web and mobile solutions are adopted globally for a variety of applications, including remote account opening & customer onboarding, identity & document verification, and transaction authentication by some of the world’s largest financial institutions, governments, and retailers.
