Solutions Engineer at Smile ID (formerly Smile Identity)

Smile Identity is Africa's leading identity verification, and digital Know Your Customer (KYC) provider. We help companies scale rapidly across Africa by confirming the true identity of their users in real time, using any smartphone or computer. Our technology is powered by proprietary Machine Learning algorithms designed specifically for African faces, devices and network connections.

We are recruiting to fill the position below:

Job Title: Solutions Engineer

Location: Lagos
Employment Type: Full-time

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.).

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online