Solutions Engineer at Smile ID (formerly Smile Identity)

Smile ID provides the best Africa-focused solutions for real-time Digital KYC, Identity Verification, User Onboarding, Document Verification, Liveness Checks, Face Verification, Anti-fraud, Know your Business (KYB), and Identity Data Deduplication across Africa. We are building the tools and software that make it easier for millions of Africans to prove and verify their identity online.The Role

We’re looking for a Solutions Engineer to help our customers resolve technical issues by troubleshooting problems, guiding them on product implementation, and ensuring systems run smoothly through proactive monitoring and clear communication.
This is an exciting opportunity to make a meaningful impact at a growth-stage company. The role reports directly to the Head of Solutions Engineering.

What the role involves

Resolve complex technical issues escalated from frontline support, working independently to troubleshoot software systems, integrations, APIs, and SDK implementations
Support enterprise partners in integrating Smile ID's products, providing technical guidance on API and SDK implementation
Conduct technical support sessions with customers to diagnose problems, understand use cases, and guide them through solutions
Create technical documentation including troubleshooting guides, resolution workflows, and implementation notes
Monitor system performance and analyze logs to identify trends and potential issues, escalating findings to senior team members
Collaborate with engineering teams on bug reproduction and product fixes, while supporting frontline staff with technical guidance
Handle escalations in customer support channels, ensuring thorough investigation and timely resolution

What We’re Looking For

Technical Troubleshooting Proficiency

Strong ability to diagnose and resolve complex issues across software systems, APIs, and integrations independently
Comfortable reading logs, error messages, and using debugging tools and API testing platforms (Postman etc)

Integration, API, and SDK Knowledge

Understanding of how APIs work (REST, webhooks, authentication), common data formats (JSON, XML), and HTTP protocols
Experience supporting or troubleshooting mobile SDKs (iOS/Android), web SDKs/libraries, and SDK integration issues

Excellent Communication and Customer Service

Skilled at explaining technical concepts in plain language to non-technical audiences.
Patient and empathetic, able to keep customers calm while working through challenges.

Experience with Remote Support and Collaboration

Comfortable leading virtual meetings with customers to understand their needs and guide them in implementing solutions.
Adept at using screen-sharing, video conferencing, and collaboration tools.

Analysis and Pattern Recognition

Experience working with monitoring dashboards and system logs to spot patterns across customer issues
Proactive about flagging recurring problems to the customer success and product teams

Organizational and Documentation Skills

Able to clearly document troubleshooting steps, solutions, and FAQs for future reference.
Writes technical guides that can be used by both customers and support team members
Capable of maintaining an up-to-date knowledge base or support library.
Capable of providing clear bug reports with reproduction steps

Proactive System Monitoring and Analysis

Experience monitoring the performance of technical systems and spotting issues before they escalate.
Uses data or logs to identify patterns or early signs of problems.

Product Knowledge and Solution Design Mindset

Quick learner who can understand a company’s products deeply and recommend best-fit implementations.
Enjoys helping customers design workflows or integrations that leverage available tools.

Adaptability and Problem-Solving Mindset

Thrives in dynamic environments where priorities may shift.
Creative and resourceful in finding solutions to unique or unfamiliar issues.

Requirements

3-4 years in technical support or software engineering or similar customer-facing technical roles
Proven experience independently resolving complex technical issues
History of working with ticketing systems (Zendesk or similar)
Experience supporting SaaS products, APIs, or technical integrations

Technical Background (Preferred)

Mobile development experience (iOS, Android, React Native, Flutter) or web development knowledge
Basic familiarity with at least one programming language (JavaScript, Python, C#, Java, Ruby, PHP etc.)