Customer Escalation Engineer

Role Purpose

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.

Role Value

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.

Responsibilities

You will play a key role with supporting Customer Success, Engineering, Product, Sales, and Account Management teams – handling internal questions, providing product education and training, as well as engaging with customers

Perform effective and efficient handling of all levels of technical support cases ranging from basic user questions to issues requiring more in-depth technical knowledge

Analyze and troubleshoot problems experienced by Jumio customers; including reproducing them and ultimately trying to respond to customers with a solution

Manage technical issues and escalations to completion; involves periodically working standby hours, if necessary

Perform technical certifications of customer integrations before launch

Work inside the cross-functional agile teams, closely cooperating with developers, operations, product owners and other key stakeholders

Actively contribute to both Jumio’s internal and external (customer) Knowledge Base, produce technical documentation, incident reports, and release notifications

Experience and 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 and can think further than the solution appears to require, ability to identify key areas for improvement in workflows and efficiencies
Experience handling customer escalations, providing frequent updates, and presenting findings to key account contacts
Knowledge of Web and mobile technologies, which may include 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 who is able also individually to perform and has 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

@Work

This role can be based in Colombia and is remote.

Jumio Values

IDEAL: Integrity, Diversity, Empowerment, Accountability, Leading Innovation

Equal Opportunities

Jumio is a collaboration of people with different ideas, strengths, interests and cultures. We welcome applications and colleagues from all backgrounds and of all statuses.

About Jumio

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.

Applicant Data Privacy

We will only use your personal information in connection with Jumio’s application