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Incode, a leading identity solutions provider, is seeking a Technical Support Engineer in Serbia. This role is crucial for ensuring the smooth operation of Incode's platform by delivering high-quality technical assistance to customers. The Technical Support Engineer will act as a bridge between customers and internal teams, resolving issues promptly and maintaining strong customer relationships.Responsibilities include:
- Serving as the primary contact for customers reporting technical issues.
- Diagnosing, resolving, or escalating issues reported by customers.
- Ensuring adherence to the incident management process for platform outages.
- Performing root cause analyses (RCA) to identify and resolve recurring issues.
- Documenting incidents thoroughly, capturing root causes and solutions.
- Guiding customers through technical solutions.
- Monitoring and managing open tickets.
- Assisting customers in understanding product updates and release notes.
- Providing critical information on the status of issues to all parties involved.
- Creating and maintaining detailed documentation on technical issues and solutions.
- Sharing knowledge with team members and clients.
- Previous experience in technical support or similar roles (2-4 years).
- Bachelor's degree in computer science, Engineering, or related field (or equivalent experience).
- Strong troubleshooting skills in REST APIs, networking, and authentication protocols.
- Experience with cloud platforms (Azure, AWS, or GCP) and monitoring tools.
- Basic knowledge of databases (SQL, PostgreSQL, NoSQL).
- Knowledge of monitoring and performance analysis tools (Splunk, Datadog, Grafana).
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills in English.
- Customer-focused mindset.
- Availability to rotate shifts (5 days a week, 8 hours a day, in a range of 7am - midnight).
- Meaningful Equity
- Flexible Working Hours & Workplace
- Open Vacation Policy
- Wellness Program
- International Travel Opportunities
- Additional benefit package according to location
Incode Technologies
Incode Technologies is a leading provider of AI-powered identity verification solutions, focused on reinventing authentication and verification processes. It caters to diverse industries, including finance, government, retail, and hospitality, by reducing fraud and improving digital interactions. The company offers identity solutions, enabling businesses to establish digital trust with their customers. Incode is a rapidly scaling global enterprise, committed to innovation in the identity verification space.