Technical Support Engineer

Technical Support Engineer

Location: Remote, Egypt

Employment type: Full-time

Experience: 2+ years

About the opportunity

Engage ID is recruiting a Technical Support Engineer on behalf of an AI-powered identity verification company serving enterprise customers across international markets.

You will be the technical point of contact for customers integrating and running the platform in production. The role combines hands-on troubleshooting with customer ownership, working across APIs, mobile and web SDKs, webhooks, logs and verification data.

You will investigate issues, establish their cause and guide customers through resolution, working closely with their developers and the company’s engineering and product teams.

What you will do

• Own customer technical issues through onboarding, integration and ongoing production use.
• Diagnose REST API issues involving authentication, request and response payloads, error codes and environment configuration.
• Troubleshoot SDK integrations across iOS, Android and Web.
• Investigate webhook delivery failures, endpoint configuration and asynchronous callbacks.
• Analyse identity verification outcomes, including document checks, data extraction, face matching, liveness and AML screening.
• Review customer configurations and explain technical findings clearly to developers and business stakeholders.
• Reproduce issues before escalating to engineering, providing clear steps, logs and supporting evidence.
• Identify recurring issues and work with product and engineering to address their underlying causes.
• Maintain technical documentation and integration guidance.
• Keep customers informed and meet agreed response and resolution commitments.

What we are looking for

• At least two years’ experience in technical support, solutions engineering or a similar customer-facing technical role, ideally within B2B SaaS.
• Strong practical knowledge of REST APIs, including testing and troubleshooting with Postman or curl.
• Confidence reading and interpreting JSON payloads.
• Experience supporting mobile or web SDK integrations.
• Experience troubleshooting webhooks and asynchronous callbacks.
• Familiarity with browser developer tools, including network requests, console errors and permissions.
• Ability to use logs and monitoring dashboards to investigate technical issues.
• A degree in computer science, engineering or a related discipline.
• Clear written and verbal communication, with the ability to explain technical issues to different audiences.
• An organised, independent approach and the persistence to investigate problems through to resolution.
• Fluent in English and arabic

Additional experience we value

• Exposure to identity verification, KYC, AML or machine learning-based decision systems.

Why consider this role?

You will work directly with enterprise customers on technically demanding integrations and production issues. The position offers broad exposure to identity verification technology, close collaboration with engineering and product teams, and ownership of problems from investigation through to resolution.

Apply

Please highlight your experience with APIs, SDK integrations and customer-facing technical troubleshooting.