[Hiring] Customer Escalation Engineer @Jumio

Role Description

The Customer Escalation Engineer is responsible for supporting Jumio’s enterprise customers. The individual will be an experienced, driven Product Support professional looking to join our Global Product Support team. This is an essential role handling customer escalations and proposing solutions - you are the overall subject matter expert on Jumio’s solutions with customers and trusted internal stakeholders across the organization.

You should be proactive, high-energy, motivated, an excellent communicator, confident and detail-oriented. You have a commitment to excellence and a desire to delight customers. You have a proven track record with solving problems and know the importance of getting the details right.

• Support Customer Success, Engineering, Product, Sales, and Account Management teams
• Handle internal questions, provide product education and training, and engage with customers
• Perform effective and efficient handling of all levels of technical support cases
• Analyze and troubleshoot problems experienced by Jumio customers
• Manage technical issues and escalations to completion
• Perform technical certifications of customer integrations before launch
• Work inside cross-functional agile teams, cooperating with developers, operations, product owners, and other key stakeholders
• Contribute to Jumio’s internal and external Knowledge Base, produce technical documentation, incident reports, and release notifications

Qualifications

• At least 3 - 5 years experience in a customer-facing Technical Support, Technical Account Management, or Customer Success role
• BA/BS/MS in Computer Science, Management Information Systems, or a similar degree
• Excellent technical communication skills for business audience
• Able to provide clear technical explanations
• Excellent troubleshooting and problem-solving skills with a strong analytical/QA mindset
• Proactive with the ability to identify key areas for improvement in workflows and efficiencies
• Experience handling customer escalations and providing frequent updates
• Knowledge of Web and mobile technologies (e.g., REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, HTTPS, iOS, Android, React Native, or Flutter)
• Ability to multi-task and work in a fast-paced environment
• Team player with a vested interest in continuous personal development
• Enjoy working in a multicultural and geographically diverse organization
• Experience in JIRA, Confluence, Salesforce, and Power BI a plus
• Experience troubleshooting and certifying API, Web, and Android/iOS Mobile SDK implementations a huge plus
• Available for standby hours when required

Benefits

• This role can be based in Colombia and is remote.

Company Description

Jumio is a B2B technology company dedicated to eradicating online identity fraud, money laundering, and other financial crimes to help make the internet safer. We leverage AI, biometrics, machine learning, liveness detection, and automation to create solutions that are trusted by leading brands worldwide and respected by industry thought leaders.

Jumio is the leading provider of online identity verification, eKYC, and AML solutions. With a global footprint, we’re expanding the team to meet strong client demand across a range of industries including Financial Services, Travel, Sharing Economy, Fintech, Gaming, and others.