Technical Support Engineer – Customer Support

About the role

Smile ID is looking for a Technical Support Engineer to be the first line of assistance for its customers across Africa. You will handle incoming queries, resolve technical issues, and ensure a smooth onboarding experience for users of the company’s digital identity and KYC solutions.

Key responsibilities

• Serve as the primary point of contact for all technical inquiries and support requests.
• Manage and respond to Zendesk tickets, providing timely and accurate answers.
• Answer product‑related questions and guide customers on features, functionality, and best practices.
• Triage and resolve common technical problems independently.
• Escalate complex issues to senior engineers with detailed documentation.
• Build and maintain a knowledge base, including FAQs and troubleshooting guides.
• Monitor system health, track performance metrics, and flag potential issues early.
• Collaborate with the support team to identify recurring problems and improve processes.

Required profile

• Customer‑first communication style with excellent written and verbal skills.
• Patient and empathetic approach that keeps customers confident.
• Strong analytical thinking and a problem‑solving mindset.
• Ability to discern when to dig deeper versus when to escalate.

Required skills

• Zendesk ticketing system

What we offer

• Opportunity to make a meaningful impact at a fast‑growing, mission‑driven company.
• Autonomy to own your work and grow your career.