Jumio is looking for a Customer Escalation Engineer to provide essential support for our enterprise customers and act as the subject matter expert on our solutions. In this role, you'll be responsible for handling escalations, proposing solutions, and working closely with trusted internal stakeholders across the organization.

What You'll Do

Play a key role supporting Customer Success, Engineering, Product, Sales, and Account Management teams by handling internal questions, providing product education and training, and engaging with customers.
Perform effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring in-depth technical knowledge.
Analyze and troubleshoot problems experienced by Jumio customers, including reproducing them and responding with a solution.
Manage technical issues and escalations to completion, which involves periodically working standby hours.
Perform technical certifications of customer integrations before launch.
Work inside cross-functional agile teams, closely cooperating with developers, operations, product owners, and other key stakeholders.
Actively contribute to Jumio’s internal and external Knowledge Base, produce technical documentation, incident reports, and release notifications.

What We're Looking For

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 a business audience and ability 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, with the 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 also able to perform individually and has a vested interest in continuous personal development.
Enjoy working in a multicultural and geographically diverse organization.
Available for standby hours when required.

Nice to Have

Experience in JIRA, Confluence, Salesforce, and Power BI.
Experience troubleshooting and certifying API, Web, and Android / iOS Mobile SDK implementations.

Technical Stack

Technologies: REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, HTTPS, iOS, Android, React Native, Flutter
Tools: JIRA, Confluence, Salesforce, Power BI

Team & Environment

You will be part of the Global Product Support team, working inside cross-functional agile teams.

Work Mode

This position is local-country, based in Colombia.

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.