Pre-Sales Solutions Engineer

Responsibilities 

• Take ownership of reported customer issues and see problems through to resolution, perform root cause analysis, and work to prevent issues from reoccurring in the future 
• Help triage, debug and pull engineers when necessary, to mitigate incidents and solve implementation challenges 
• Research, diagnose, troubleshoot, and debug customer issues encountered by our customers during POCs / pilots and implementations / integrations, as well as during production phase. 
• Help do training for POCs and implementations assisting Delivery / Project Managers in the onboarding process.
• Develop and contribute to internal and external knowledge bases
• Be a champion for Incode’s customers and hold our teams to a high standard of customer service 

Requirements 

• BS degree in Computer Science or in related field 
• Minimum 3-years’ experience in similar roles, ideally in an enterprise SaaS environment
• Understanding of APIs, SDKs, and cloud computing technology
• Experience in various software designs, languages, and architecture
• Good understanding of business processes
• Familiarity with computer networks and IT security management
• Familiarity with cloud-based technologies platforms like AWS, Azure, GCP
• Familiarity with Applications based on microservices architectures and containerization tools like Docker
• Experience with HTTP based on JSON services
• Experience with HTTP client tools like postman or insomnia
• Experience developing scripting or batch processes using sprint batch, shell script or python 

Mobile 

• Experience developing Mobile iOS and/or Android Native Apps, knowledge of swift, kotlin, java, cocoapods and maven 
• Experience developing Mobile Apps based on Framework such as React Native, Flutter, Xamarin
• Experience integrating third-party Web or Mobile SDKs is a plus
• Experience and knowledge of Java applications or microservices (spring-boot) used to create backend services is a plus
• Familiarity with non-relational databases like MongoDB, Redis is a plus
• Excellent written and verbal communication skills, problem solving skills, customer service and interpersonal skills
• Passion for customer service and ownership of the customer experience including comprehensive issue resolution
• Understanding of support organizations and key indicators that drive supportability
• Proficient in English
• Working knowledge of biometrics or identity software is ideal
• Proven track record of resolving issues and risks in a cross functional and collaborative way.
• Confident, and you easily build relationships when working with your customers and internal partners.
• Naturally curious, eager to learn and proactive in sharing knowledge with others.
• Able to work in a fast-paced environment with a strong sense of urgency in driving projects to completion.
• Highly motivated, able to multi-task and be resourceful