Customer Escalation Engineer

This is a fully remote position, open to applicants in Colombia.

📋 Description

• In this pivotal role, you will support the Customer Success, Engineering, Product, Sales, and Account Management teams by addressing internal inquiries, delivering product education and training, and actively engaging with customers.

• You will effectively manage all levels of technical support cases, ranging from basic user inquiries to complex issues that require advanced technical expertise.

• Analyze and troubleshoot issues faced by Jumio customers, which includes reproducing problems and ultimately providing solutions to clients.

• Oversee the resolution of technical issues and escalations; this may involve being on standby during certain hours when necessary.

• Conduct technical certifications of customer integrations prior to their launch.

• Collaborate within cross-functional agile teams, working closely with developers, operations, product owners, and other essential stakeholders.

• Contribute actively to both Jumio’s internal and external Knowledge Base, producing technical documentation, incident reports, and release notifications.

⛳️ Requirements

• A minimum of 3 to 5 years of experience in a customer-facing role such as Technical Support, Technical Account Management, or Customer Success.

• A BA/BS/MS degree in Computer Science, Management Information Systems, or a related field.

• Exceptional technical communication skills tailored to a business audience, with the ability to provide clear technical explanations.

• Strong troubleshooting and problem-solving abilities, backed by an analytical/QA mindset.

• Proactive thinking beyond immediate solutions, with a knack for identifying key areas for workflow and efficiency improvements.

• Experience in managing customer escalations, providing regular updates, and presenting findings to key account stakeholders.

• Familiarity with web and mobile technologies, including but not limited to REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, HTTPS, iOS, Android, React Native, or Flutter.

• Ability to handle multiple tasks efficiently in a fast-paced environment.

• A team player who can also work independently and is committed to continuous personal development.

• Enjoyment in working within a multicultural and geographically diverse organization.

• Familiarity with JIRA, Confluence, Salesforce, and Power BI is advantageous.

• Experience in troubleshooting and certifying API, Web, and Android/iOS Mobile SDK implementations is a significant plus.

• Availability for standby hours when required.

🏝️ Benefits

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

• Equal Opportunities: Jumio fosters a collaborative environment of individuals with diverse ideas, strengths, interests, and cultures. We welcome applications and colleagues from all backgrounds and all statuses.