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Team Tagline
About the role
We’re looking for a Solutions Engineer to help our customers resolve technical issues by troubleshooting problems, guiding them on product implementation, and ensuring systems run smoothly through proactive monitoring and clear communication. This is an exciting opportunity to make a meaningful impact at a growth-stage company. The role reports directly to the Head of Solutions Engineering. What the role involves: Resolve complex technical issues escalated from frontline support, working independently to troubleshoot software systems, integrations, APIs, and SDK implementations. Support enterprise partners in integrating Smile ID's products, providing technical guidance on API and SDK implementation. Conduct technical support sessions with customers to diagnose problems, understand use cases, and guide them through solutions. Create technical documentation including troubleshooting guides, resolution workflows, and implementation notes. Monitor system performance and analyze logs to identify trends and potential issues, escalating findings to senior team members. Collaborate with engineering teams on bug reproduction and product fixes, while supporting frontline staff with technical guidance. Handle escalations in customer support channels, ensuring thorough investigation and timely resolution. What We’re Looking For: Technical Troubleshooting Proficiency: Strong ability to diagnose and resolve complex issues across software systems, APIs, and integrations independently. Comfortable reading logs, error messages, and using debugging tools and API testing platforms (Postman etc). Integration, API, and SDK Knowledge: Understanding of how APIs work (REST, webhooks, authentication), common data formats (JSON, XML), and HTTP protocols. Experience supporting or troubleshooting mobile SDKs (iOS/Android), web SDKs/libraries, and SDK integration issues. Excellent Communication and Customer Service: Skilled at explaining technical concepts in plain language to non-technical audiences
Required Skills
Preferred Skills
Responsibilities
- Resolve complex technical issues escalated from frontline support, working independently to troubleshoot software systems, integrations, APIs, and SDK implementations
- Support enterprise partners in integrating Smile ID's products, providing technical guidance on API and SDK implementation
- Conduct technical support sessions with customers to diagnose problems, understand use cases, and guide them through solutions
- Create technical documentation including troubleshooting guides, resolution workflows, and implementation notes
- Monitor system performance and analyze logs to identify trends and potential issues, escalating findings to senior team members
- Collaborate with engineering teams on bug reproduction and product fixes, while supporting frontline staff with technical guidance
- Handle escalations in customer support channels, ensuring thorough investigation and timely resolution
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