Customer Success Engineer - Hardware

REIMAGINE 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!

The Opportunity

We are looking for trustworthy and proactive customer success engineer with at least 3-10 years of experience as a customer success engineer ideally at the intersection of hardware engineering, mobile engineering, and customer support.  This engineer will also have the ability to own their field of work including large scale customer deployments. The customer success engineer can expect to work on a wide array of customer projects, from gathering and defining requirements in customer calls to helping build and deploy.  Their responsibilities usually include taking a leadership role in ensuring client hardware integration and deployment is successful both short and long term, and troubleshooting any software or hardware challenges. 

To be successful as a customer success engineer you should have great communication skills, the ability to work cross functionally and independently, and a desire for ownership.  In addition, an aptitude for managing projects is helpful. Ideally, candidates will have proof of their technical and project management skills, and an appreciation for the complex nature of the industry. 

 Responsibilities: 

• Work hand in hand with the head of hardware engineering to understand and scope out new and exisiting client requirements
• Provide hands on support for client hardware deployments 
• Engineer solutions for clients that include integrations and some light back-end work 
• Work with potential vendors to source sample hardware and complete customer assesment testing 
• Visit customer locations with other customer sucsess staff do provide demos and PoC installations 
• Collaborate with customer success, the software engineering, and sales team to ensure client projects are successful 

Requirements: 

• 3-5 years of experience with ideally a mix of experience in mobile engineering, hardware engineering, and customer support 
• ideally 1-2 years in mobile engineering, 1-2 years in hardware integration engineering, with at least 3 of those years also involving customer success
• A degree in an engineering related field (computer science, computer systems engineering, or electrical engineering)
• Experience working in a company that provides a physical product as a service (Peleton, Fitbit, Samsung)
• Travel required for new client and exisiting client deployments

8 Aspects of our Culture:

• Values are what we value
• High performance
• Freedom & responsibility
• Context, not control
• Highly aligned, loosely coupled
• Continuous Feedback
• Pay Top of Market
• Promotions & Development
• Learn more about Life at Incode!

Benefits & Perks:

• Meaningful Equity
• Flexible Working Hours & Workplace
• Open Vacation Policy
• Wellness Program
• International Travel Opportunities
• Additional benefit package according to location (401k, medical insurance, etc.)

 

 

Equal Opportunities:

Incode is an equal opportunity employer, committed to creating a diverse and inclusive work environment. We take great pride in having an inclusive, diverse, and global team and are always on the lookout for talented, passionate people from all backgrounds and walks of life.

Applicant Data Privacy:

We will only use your personal information in connection with Incode’s application, recruitment, and hiring processes.