Latest Jobs 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

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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.)