Role in brief
Incode is seeking a Senior Pre-Sales Engineer to manage customer technical issues and support implementations for their identity verification solutions. This role involves troubleshooting, root cause analysis, and ensuring customer satisfaction. Candidates with a strong technical background in enterprise SaaS, experience with APIs, SDKs, and mobile development, and a focus on problem-solving should consider applying.
About the role
This Senior Pre-Sales Engineer role centers on technical customer support, particularly during the pre-sales and implementation phases. Responsibilities include taking ownership of reported issues, performing root cause analysis, and working to prevent recurrence. The engineer will also triage, debug, and engage development teams as needed to resolve incidents and implementation challenges, ensuring a smooth experience for customers using Incode's identity solutions.
A significant part of the role involves supporting customer onboarding and training. This includes assisting project managers with proof-of-concept (POC) and implementation processes, as well as contributing to internal and external knowledge bases. The position requires a commitment to advocating for Incode's customers and upholding high standards of service within the company.
Success in this position means effectively resolving complex technical problems for customers and facilitating successful product integrations. The engineer acts as a bridge between customers and internal teams, ensuring technical excellence and customer satisfaction throughout the product lifecycle, from initial pilots to production use of Incode's identity verification platform.
The listed salary range for this senior role is between $112,000 and $188,000 USD annually.
Skills that matter here
- APIs: The role requires understanding and experience with APIs for integrating Incode's identity solutions with customer systems.
- SDKs: Candidates should have experience integrating third-party SDKs and understanding how Incode's SDKs function.
- Cloud computing: Familiarity with cloud computing technology and cloud-based software is necessary for supporting customer implementations.
- Python: Experience developing scripting or batch processes using Python is a technical requirement for this position.
- Swift: Experience developing native iOS mobile applications using Swift is beneficial for troubleshooting and support.
- Kotlin: Experience developing native Android mobile applications using Kotlin is beneficial for troubleshooting and support.
Who this role suits
- A problem-solver who enjoys diagnosing and troubleshooting complex technical issues.
- Someone with a strong customer-service orientation, committed to advocating for client needs.
- An individual who thrives in a fast-paced enterprise SaaS environment.
- A self-starter capable of taking ownership of issues from start to finish.
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.
Questions about this role
What is the remote work policy for this role?
This is a fully remote position with flexible working hours and workplace options.
What level of seniority is expected for this position?
This is a senior-level role, requiring a minimum of 10 years of experience in similar positions.
What is the salary range for this position?
The salary for this role ranges from $112,000 to $188,000 USD.