Technical Support 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: Technical Support Engineer

Location: Lagos
Employment Type: Full-time

The Role

• We’re looking for a Technical Support Engineer to serve as the first line of support for our customers.
• In this role, you’ll manage Zendesk tickets, provide timely solutions to product-related questions and common technical issues, and escalate complex problems to the Senior team members with proper documentation.
• 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

• Serve as the first point of contact for all technical inquiries and support requests from customers
• Manage and respond to support tickets in Zendesk, ensuring timely and accurate responses to customer queries
• Answer product questions and provide guidance on features, functionality, and best practices for using Smile's products
• Triage and resolve common technical issues independently, providing timely solutions to customer challenges
• Escalate complex issues to senior engineers when problems exceed your scope, ensuring proper handoff with detailed documentation
• Build and maintain a knowledge base by documenting resolved issues, creating FAQs, and developing troubleshooting guides for common problems
• Monitor system health and track daily performance metrics, flagging potential issues to senior team members before they impact customers
• Collaborate with the support team to identify recurring issues and contribute to continuous improvement of support processes

What We’re Looking For
Customer-First Communication:

• Excellent written and verbal communication skills with the ability to explain technical concepts clearly
• Patient, empathetic approach that keeps customers confident and informed throughout the resolution process.

Problem-Solving Mindset:

• Strong analytical thinking and troubleshooting instincts
• Knows when to dig deeper versus when to escalate to senior engineers.

Technical Aptitude:

• Basic understanding of how software systems work
• Quick learner who can rapidly gain working knowledge of new products and tools.

Organization and Follow-Through:

• Detail-oriented with strong documentation habits
• Able to manage multiple tickets and prioritize effectively
• Follows up on escalated issues and maintains organized case notes.

Team Collaboration:

• Works well with senior engineers and learns from their expertise
• Takes initiative to ask questions and seek help when needed
• Contributes to team knowledge sharing and process improvements.

Ideal Experience

• 1 - 2 years in customer-facing roles (support, helpdesk, customer success, or similar)
• Demonstrated ability to learn technical concepts quickly
• Genuine interest in technology and helping customers succeed.

Nice to Have:

• Experience with ticketing systems like Zendesk
• Familiarity with monitoring dashboards or alerting systems
• Exposure to SaaS products, APIs, or developer tools
• Previous experience in technical support, customer support, or IT helpdesk role.

Application Closing Date
Not Specified.

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