Technical Support Engineer at Smile ID (formerly Smile Identity)

The Role

• We’re looking for a Technical Support Engineer to serve as the first line of support for our customers. In this role, you’ll manage Zendesk tickets, provide timely solutions to product-related questions and common technical issues, and escalate complex problems to the Senior team members with proper documentation.
• 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

• Serve as the first point of contact for all technical inquiries and support requests from customers
• Manage and respond to support tickets in Zendesk, ensuring timely and accurate responses to customer queries
• Answer product questions and provide guidance on features, functionality, and best practices for using Smile's products
• Triage and resolve common technical issues independently, providing timely solutions to customer challenges
• Escalate complex issues to senior engineers when problems exceed your scope, ensuring proper handoff with detailed documentation
• Build and maintain a knowledge base by documenting resolved issues, creating FAQs, and developing troubleshooting guides for common problems
• Monitor system health and track daily performance metrics, flagging potential issues to senior team members before they impact customers
• Collaborate with the support team to identify recurring issues and contribute to continuous improvement of support processes

What We’re Looking For

Customer-First Communication

• Excellent written and verbal communication skills with the ability to explain technical concepts clearly
• Patient, empathetic approach that keeps customers confident and informed throughout the resolution process

Problem-Solving Mindset

• Strong analytical thinking and troubleshooting instincts
• Knows when to dig deeper versus when to escalate to senior engineers

Technical Aptitude

• Basic understanding of how software systems work
• Quick learner who can rapidly gain working knowledge of new products and tools

Organization and Follow-Through

• Detail-oriented with strong documentation habits
• Able to manage multiple tickets and prioritize effectively
• Follows up on escalated issues and maintains organized case notes

Team Collaboration

• Works well with senior engineers and learns from their expertise
• Takes initiative to ask questions and seek help when needed
• Contributes to team knowledge sharing and process improvements

Nice to Have

• Experience with ticketing systems like Zendesk
• Familiarity with monitoring dashboards or alerting systems
• Exposure to SaaS products, APIs, or developer tools
• Previous experience in technical support, customer support, or IT helpdesk role

Ideal Experience

• 1-2 years in customer-facing roles (support, helpdesk, customer success, or similar)
• Demonstrated ability to learn technical concepts quickly
• Genuine interest in technology and helping customers succeed