Pre-Sales Engineer EMEA

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 ($2.1 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. The Impact You’ll Make As a Senior Pre-Sales Engineer, you will be the technical backbone of our customer-facing operations in the region—owning issues from first report through to resolution, supporting POCs, pilots, and full-scale implementations, and acting as a champion for Incode's customers. You'll work at the intersection of engineering and customer success, ensuring that every client interaction reflects the highest standard of service and technical excellence. What You’ll Own & Drive Customer Issue Ownership & Resolution • Take ownership of reported customer issues and see problems through to resolution, perform root cause analysis, and work to prevent issues from reoccurring in the future. • Help triage, debug and pull engineers when necessary, to mitigate incidents and solve implementation challenges. • Research, diagnose, troubleshoot, and debug customer issues encountered during POCs / pilots and implementations / integrations, as well as during production phase. Pre-Sales & Implementation Support • Help do training for POCs and implementations assisting Delivery / Project Managers in the onboarding process. • Develop and contribute to internal and external knowledge bases. • Be a champion for Incode's customers and hold our teams to a high standard of customer service. The Qualities That Set You Apart • Excellent written and verbal communication skills. • Strong problem solving skills, customer service and interpersonal skills. • Passion for customer service and ownership of the customer experience including comprehensive issue resolution. • Understanding of support organizations and key indicators that drive supportability. • Proven track record of resolving issues and risks in a cross-functional and collaborative way. • Confident, and you easily build relationships when working with your customers and internal partners. • Naturally curious, eager to learn and proactive in sharing knowledge with others. • Able to work in a fast-paced environment with a strong sense of urgency in driving projects to completion. • Highly motivated, able to multi-task and be resourceful. Your Background • BS degree in Computer Science or in related field. • Minimum 3 years of experience in similar roles, ideally in an enterprise SaaS environment. • Good understanding of business processes. • Proficient in English. • Working knowledge of biometrics or identity software is ideal. Technical Requirements • Understanding of APIs, SDKs, and cloud computing technology. • Experience in various software designs, languages, and architecture. • Familiarity with cloud