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 5-years’ experience in similar roles, ideally in an enterprise SaaS environment
Understanding of APIs, SDKs, and cloud computing technology

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 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
Experience integrating third-party Mobile SDKs is a plus
Good understanding of business processes
Familiarity with computer networks and IT security management
Familiarity with cloud-based technologies platforms like AWS, Azure, GCP
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