Technical Support Engineer – First Line Support

About the role

Smile ID is seeking a Technical Support Engineer to be the first point of contact for customers across Africa. You will handle product‑related queries, resolve common technical issues, and ensure a smooth onboarding experience for clients using our digital identity and KYC solutions.

Key responsibilities

• Manage and respond to customer support tickets in Zendesk, providing timely and accurate answers.
• Explain product features, functionality, and best practices to users.
• Troubleshoot and resolve routine technical problems independently.
• Escalate complex cases to senior engineers with detailed documentation.
• Maintain and enrich a knowledge base with FAQs, troubleshooting guides, and documented solutions.
• Monitor system health and daily performance metrics, flagging potential issues early.
• Collaborate with the support team to identify recurring problems and improve support processes.

Required profile

• Customer‑first mindset with excellent written and verbal communication skills.
• Patient, empathetic approach that keeps customers confident throughout the resolution process.
• Strong analytical thinking and a problem‑solving attitude.
• Ability to discern when to dig deeper into an issue versus escalating it.

Required skills

• Proficiency with Zendesk ticketing system.
• Solid troubleshooting and diagnostic abilities.
• Experience documenting solutions and creating knowledge‑base articles.
• Familiarity with digital identity or SaaS products is a plus.