Pre-Sales Engineer EMEA

Incode; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible Working Hours

Open Vacation Policy

Equal Opportunities

Job summary

Incode is seeking a motivated professional to own customer issues end-to-end, troubleshoot during POCs, pilots, and production, and provide pre-sales/implementation support. You will collaborate with delivery teams, engineers, and customers to ensure successful onboarding and high satisfaction.

The role emphasizes strong communication, problem solving, and ownership in a fast-paced enterprise SaaS environment, with remote flexibility and a global team across multiple industries.

Qualifications

• BS degree in Computer Science or related field.
• Minimum 3 years in a similar role, ideally in an enterprise SaaS environment.
• Proficient in English and strong communication skills.

Responsibilities

• Own and resolve customer issues from triage to resolution.
• Research, diagnose, troubleshoot, and debug issues during POCs, pilots, implementations, and production.
• Assist Delivery/Project Managers with onboarding and pre-sales/implementation support.
• Develop and contribute to internal/external knowledge bases.
• Champion customer needs and maintain high standards of service.

Skills

Communication skills

Problem solving

Customer service

Ownership

English proficiency

Education

BS in Computer Science

Tools

Postman

Insomnia

Python

React Native

Flutter

MongoDB

Redis

Job description

Описание:

POWER A WORLD OF TRUST Incode is the leading provider of world-class identity solutions that is reinventing the way humans authenticate and verify their identities online to power a world of digital trust. Through our revolutionary identity solutions, we are unleashing the business potential of universal industries including finance, government, retail, hospitality, gaming, and more, by reducing fraud and transforming human interactions with data, products, and services. We’re in the process of rapidly scaling our diverse global team and we’re looking for entrepreneurial individuals and leaders who are curious, driven, and excited by ownership to join a Unicorn-status scale-up! Incode is a Series B unicorn ($2.1 B valuation) rewriting how the world proves identity. Our AI-powered platform lets leading banks, fintechs, marketplaces, and governments deliver friction-free experiences while defeating fraud and safeguarding privacy. Customers such as Citi, AirBnB, Block, Chime, Sixt, and TikTok rely on Incode to power their identity verification and security. Recently named a leader in the Gartner Magic Quadrant for Identity Verification.

Задачи:

Customer Issue Ownership & Resolution

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 during POCs / pilots and implementations / integrations, as well as during production phase.

Pre-Sales & Implementation Support

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.

The Qualities That Set You Apart

• Excellent written and verbal communication skills.
• Strong 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.
• 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.

Your Background

• BS degree in Computer Science or in related field.
• Minimum 3 years of experience in similar roles, ideally in an enterprise SaaS environment.
• Good understanding of business processes.
• Proficient in English.
• Working knowledge of biometrics or identity software is ideal.

Требования:

• Understanding of APIs, SDKs, and cloud computing technology.
• Experience in various software designs, languages, and architecture.
• Familiarity with cloud-based softwares.
• 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 Mobile iOS and/or Android Native Apps, knowledge of Swift, Kotlin, Java, Cocoapods, Maven.
• Experience with HTML and Python.
• Experience developing Mobile Apps based on frameworks such as React Native, Flutter, Xamarin.
• Experience integrating third-party Web or Mobile SDKs.
• Basic understanding with non-relational databases like MongoDB and Redis is a plus.

Условия:

• Mission with Meaning – Shape how billions of people prove identity—safely, simply, and ethically.
• Rocket-Ship Growth – Join at an inflection point where your strategies will compound in value for years.
• Elite Team & Backing – Work a truly global with top engineers, designers, and investors who share your ambition to dominate a category.
• Ownership & Autonomy – Operate like a founder with the resources of a unicorn.
• Global Impact – Every program you launch will reverberate across industries and continents.
• Ready to ignite the future of trust? Lead the narrative.
• Empower the field.
• Join Incode and turn innovation into unstoppable market momentum.

Aspects of our Culture:

• High performance
• Freedom & responsibility
• Context, not control
• Highly aligned, loosely coupled
• Continuous Feedback
• Promotions & Development
• Learn more about Life at Incode!
• Flexible Working Hours & Workplace Open Vacation Policy
• Equal Opportunities: Incode is 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 we are always looking for talented and passionate individuals from all backgrounds and walks of life.
• As part of our commitment to inclusion, we ensure that reasonable accommodations are available throughout the hiring process.
• If you require any accommodation due to a disability or specific need, please let our Talent Acquisition team know—we’ll do our best to support you.