Technical Support Engineer

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!

About Incode

Incode is a Series B unicorn ($1.25 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, we’re scaling fast—and we need a product-marketing leader who can turn breakthrough technology into a category-defining narrative.

The Impact You’Ll Make

The Technical Support Engineer (TSE) plays a critical role in ensuring the smooth operation of the platform by providing high-quality technical assistance to customers. This role focuses on diagnosing, troubleshooting, and resolving issues related to the company’s products and services, including managing production support processes to address incidents and platform outages effectively.

TSEs act as a bridge between customers and internal teams, ensuring that problems are resolved promptly while maintaining strong customer relationships. The role requires a blend of technical expertise, customer-focused communication, and the ability to perform effectively in a fast-paced environment where timely and reliable solutions are essential.

What You’Ll Own & Drive

Production Support and Incident Management

• Serve as the primary contact for customers reporting technical issues or during productive incidents.
• Diagnose, resolve or escalate issues reported by customers.
• Ensure that the Incident Management Process for platform outages is followed.
• Perform root cause analyses (RCA) to identify and resolve recurring issues.
• Document incidents thoroughly, capturing root causes and solutions to enhance knowledge-sharing within the team.
• Guide customers through technical solutions, ensuring they understand the steps taken and outcomes.
• Monitor and manage open tickets, ensuring timely follow-ups and resolution.
• Assist and notify customers in understanding product updates, release notes, and potential impacts on their operations.
• Provide critical and relevant information on the status and evolution of issues to all involved parties.
• Create and maintain detailed documentation on technical issues, solutions applied, and proposed improvements.
• Share knowledge with other team members and clients.

The Qualities That Set You Apart

• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills in English (other languages are a plus).
• Customer-focused mindset with the ability to handle challenging situations professionally.
• Availability to rotate shifts (5 days a week, 8 hours a day, in a range of 7am - midnight).

Your Background

• 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).
• Previous experience in technical support or similar roles (2-4 years).

Preferred Skills (Nice to Have)

• Familiarity with SDK integrations (iOS, Android, Web).
• Experience with JIRA, Zendesk, or similar ticketing systems.
• Knowledge of CI/CD pipelines and DevOps tools.
• Previous experience in managing critical incidents and conducting RCAs.

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.

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!

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. 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.

Applicant Data Privacy:

We will only use your personal information concerning Incode’s application, recruitment, and hiring processes.