Remote Customer Escalation Engineer

Description:

• The Customer Escalation Engineer is responsible for supporting Jumio’s enterprise customers.
• This role requires an experienced, driven Product Support professional to join the Global Product Support team.
• The individual will handle customer escalations and propose solutions, acting as the subject matter expert on Jumio’s solutions.
• Responsibilities include supporting Customer Success, Engineering, Product, Sales, and Account Management teams by handling internal questions, providing product education and training, and engaging with customers.
• The engineer will perform effective handling of technical support cases, ranging from basic user questions to complex issues requiring in-depth technical knowledge.
• Analyzing and troubleshooting problems experienced by Jumio customers is essential, including reproducing issues and responding with solutions.
• The role involves managing technical issues and escalations to completion, which may require working standby hours.
• The engineer will perform technical certifications of customer integrations before launch.
• Collaboration within cross-functional agile teams is necessary, working closely with developers, operations, product owners, and other key stakeholders.
• The engineer will actively contribute to Jumio’s internal and external Knowledge Base, producing technical documentation, incident reports, and release notifications.

Requirements:

• Candidates must have at least 3 - 5 years of experience in a customer-facing Technical Support, Technical Account Management, or Customer Success role.
• A BA/BS/MS in Computer Science, Management Information Systems, or a similar degree is required.
• Excellent technical communication skills for a business audience are necessary, with the ability to provide clear technical explanations.
• Strong troubleshooting and problem-solving skills with an analytical/QA mindset are essential.
• Candidates should be proactive, able to think beyond immediate solutions, and identify key areas for improvement in workflows and efficiencies.
• Experience in handling customer escalations, providing frequent updates, and presenting findings to key account contacts is required.
• Knowledge of web and mobile technologies, including REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, HTTPS, iOS, Android, React Native, or Flutter is necessary.
• The ability to multi-task and work in a fast-paced environment is essential.
• Candidates should be team players who can also perform individually and have a vested interest in continuous personal development.
• Enjoyment of working in a multicultural and geographically diverse organization is important.
• Experience with JIRA, Confluence, Salesforce, and Power BI is a plus.
• Experience troubleshooting and certifying API, Web, and Android/iOS Mobile SDK implementations is a significant advantage.
• Availability for standby hours when required is necessary.

Benefits:

• This role can be based in Colombia and is remote, providing flexibility in work location.
• Jumio values integrity, diversity, empowerment, accountability, and leading innovation, fostering a supportive work environment.
• The company promotes a culture of collaboration among people with different ideas, strengths, interests, and cultures, welcoming applications from all backgrounds and statuses.
• Employees have the opportunity to work with cutting-edge technology in the field of online identity verification and fraud prevention.
• Jumio is committed to continuous personal development and offers opportunities for growth within the organization.