Solutions Engineer at Smile ID (formerly Smile Identity)

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.
• Patient and empathetic, able to keep customers calm while working through challenges.

Experience with Remote Support and Collaboration

• Comfortable leading virtual meetings with customers to understand their needs and guide them in implementing solutions.
• Adept at using screen-sharing, video conferencing, and collaboration tools.

Analysis and Pattern Recognition

• Experience working with monitoring dashboards and system logs to spot patterns across customer issues
• Proactive about flagging recurring problems to the customer success and product teams

Organizational and Documentation Skills

• Able to clearly document troubleshooting steps, solutions, and FAQs for future reference.
• Writes technical guides that can be used by both customers and support team members
• Capable of maintaining an up-to-date knowledge base or support library.
• Capable of providing clear bug reports with reproduction steps

Proactive System Monitoring and Analysis

• Experience monitoring the performance of technical systems and spotting issues before they escalate.
• Uses data or logs to identify patterns or early signs of problems.

Product Knowledge and Solution Design Mindset

• Quick learner who can understand a company’s products deeply and recommend best-fit implementations.
• Enjoys helping customers design workflows or integrations that leverage available tools.

Adaptability and Problem-Solving Mindset

• Thrives in dynamic environments where priorities may shift.
• Creative and resourceful in finding solutions to unique or unfamiliar issues.

Requirements

• 3-4 years in technical support or software engineering or similar customer-facing technical roles
• Proven experience independently resolving complex technical issues
• History of working with ticketing systems (Zendesk or similar)
• Experience supporting SaaS products, APIs, or technical integrations

Technical Background (Preferred)

• Mobile development experience (iOS, Android, React Native, Flutter) or web development knowledge
• Basic familiarity with at least one programming language (JavaScript, Python, C#, Java, Ruby, PHP etc.)