Solutions Engineer Native And Frameworks (Mexico)

Incode Technologies; A distancia; MXN 60,000 - 80,000; Jornada completa

Descripción de la vacante

A leading digital identity company is seeking an experienced support engineer to oversee customer issues and ensure swift resolutions. You will be responsible for troubleshooting technical problems, providing customer training, and developing knowledge bases. The ideal candidate has a BS degree in Computer Science, at least 5 years of relevant experience, and a strong understanding of cloud technologies. This role offers opportunities for career growth within a diverse and supportive team environment.

Servicios

Meaningful equity

Competitive salary

Benefit allowance for health insurance

Open vacation policy

Flexible working hours

Formación

• Minimum 5 years' experience in similar roles, ideally in an enterprise SaaS environment.
• Familiarity with applications based on microservices architectures.
• Proficient in English.

Responsabilidades

• Take ownership of reported customer issues and see problems through to resolution.
• Help triage, debug and pull engineers when necessary.
• Conduct training for POCs and implementations.

Conocimientos

Problem solving

Customer service

Communication skills

Understanding of APIs and SDKs

Familiarity with cloud-based platforms

Experience with scripting (Python, Shell)

Web development skills (HTML, CSS, JavaScript)

Knowledge of IT security management

Cross-functional collaboration

Customer experience ownership

Educación

BS degree in Computer Science or related field

Herramientas

Postman

Docker

MongoDB

Descripción del empleo

We are a leading digital identity company that believes in a future where customers can perform any transaction without friction. We enable banks, fintech, retailers, marketplaces, healthcare systems, government agencies, and many others to provide more secure and delightful experiences to their customers. Through our flagship suite, Incode Omni, we offer an end-to-end omnichannel identity platform that helps businesses address all of their identity needs, from digital onboarding and know-your-customer (KYC) to omnichannel authentication and more. We're in the process of rapidly scaling our global but close-knit team and we're looking for leaders who are curious, driven and excited by ownership!

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
• 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
• Experience developing Web Applications using HTML 5, CSS 3, Javascript, Node, NPM
• Experience developing Web Applications based on Frameworks or Libraries like Angular, React or VUE
• Experience integrating third-party Web or Mobile SDKs (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

Benefits & Perks

• Meaningful equity
• Competitive salary
• Travel - yearly sprints
• Benefit allowance for health insurance, life insurance or pension contribution
• Open vacation policy
• Flexible working hours
• Working as part of a global business with a diverse team
• Opportunity to grow from the ground up with a well funded early-stage start-up
• Working closely with passionate and supportive team members

Our Culture

Values matter! We share a set of core values and want to hear from you if you believe in:

• Customer centric and impactful products
• Working as part of a bright, passionate, and diverse team
• Simplicity
• Quality
• Bias for action
• Integrity
• Empathy
• Courage

Please note - our commitment to keeping our workforce safe and healthy is of utmost importance. We are working remotely for the time being and have switched to an entirely virtual recruitment process. All of our new recruits will be onboarded safely and are provided with all the tools to work effectively from home!

Incode are an equal opportunity employer, committed to creating a diverse and inclusive work environment. We take great pride in having an inclusive, diverse and global team and are always on the lookout for talented, passionate people from all backgrounds and walks of life.