Senior Pre-Sales Engineer

About the role

This role centers on technical support and pre-sales activities for Incode's identity verification products. The Senior Pre-Sales Engineer will be responsible for diagnosing and resolving customer issues, performing root cause analysis, and working to prevent recurring problems. This involves debugging, triaging incidents, and collaborating with engineers to mitigate challenges during various project phases.

A key part of the role is providing implementation support, including training for proofs of concept and assisting project managers with onboarding. The engineer will also contribute to internal and external knowledge bases, sharing insights and solutions. Success in this position means effectively addressing customer technical challenges and ensuring smooth product integration and ongoing use.

The person in this role acts as a customer advocate within Incode, ensuring a high standard of service. This involves a deep understanding of customer needs and technical environments, particularly during pilot programs, implementations, and production phases. The work directly contributes to customer satisfaction and the successful adoption of Incode's identity solutions across various industries.

The salary for this position ranges from $112,000 to $188,000 USD annually.

Skills that matter here

• APIs: Understanding and working with APIs is crucial for integrating Incode's identity solutions with customer systems.
• SDKs: The role requires experience integrating third-party SDKs and understanding how Incode's own SDKs function in customer environments.
• Cloud computing: Familiarity with cloud computing technology and cloud-based software is necessary given the nature of Incode's solutions.
• Python: Experience developing scripting or batch processes using Python is required for automation and troubleshooting.
• Swift: Knowledge of Swift is needed for developing and troubleshooting native iOS mobile applications.
• Kotlin: Knowledge of Kotlin is needed for developing and troubleshooting native Android mobile applications.

Who this role suits

• You have a minimum of 10 years experience in similar roles, ideally within an enterprise SaaS environment.
• You are adept at problem-solving and root cause analysis, with a methodical approach to technical issues.
• You are comfortable acting as a technical liaison between customers and internal engineering teams.
• You possess a strong understanding of business processes and can translate technical concepts for various audiences.

From the employer

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.

Your Background

• BS degree in Computer Science or in related field.

• Minimum 10 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.

Technical Requirements

• 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.

Why Incode?

• 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.

Benefits & Perks:

• Flexible Working Hours & Workplace

• Open Vacation Policy

• Equal Opportunities: Incode is an equal opportunity employer, committed to creating a diverse and inclusive work environment.