Responsibilities
- Serve as an escalation point for complex customer technical issues involving Jumio’s web, mobile, API, and SDK-based products.
- Analyze, troubleshoot, and reproduce customer-reported issues, identifying root cause and working toward resolution.
- Manage technical issues and escalations through completion, including customer updates and internal coordination.
- Perform technical certifications of customer API, web, and Android/iOS mobile SDK integrations before launch.
- Partner cross-functionally with Customer Success, Engineering, Product, Sales, and Account Management to answer technical questions, provide product guidance, and support customer outcomes.
- Work within cross-functional agile teams, collaborating closely with developers, product owners, operations, and other stakeholders.
- Contribute to Jumio’s internal and external knowledge base by producing technical documentation, troubleshooting guides, incident reports, and release notifications.
- Participate in standby coverage when required.
Requirements
- 3–5 years of experience in a customer-facing Technical Support, Technical Account Management, Customer Escalation, or technically focused Customer Success role.
- Experience handling customer escalations, providing frequent updates, and presenting findings to key account contacts.
- Strong troubleshooting and problem-solving skills with an analytical / QA mindset.
- Knowledge of web and mobile technologies, which may include REST, JSON, JavaScript, HTML, CSS, Java, jQuery, AngularJS, HTTPS, iOS, Android, React Native, or Flutter.
- Excellent technical communication skills for a business audience, with the ability to provide clear technical explanations.
- Ability to manage multiple priorities in a fast-paced environment.
- Proactive mindset with the ability to identify areas for improvement in workflows, support processes, and product experience.
- Team-oriented, self-motivated, and invested in continuous personal development.
- Comfortable working in a multicultural and geographically distributed organization.
- Availability for standby hours when required.
Nice to Have
- Experience troubleshooting or certifying API, web, and Android/iOS mobile SDK implementations strongly preferred.
- Experience with Jira, Confluence, Salesforce, and Power BI a plus.
Additional Information
- Participate in standby coverage when required.
