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

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

This role can be based in Colombia and is remote.
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.

Customer Escalation Engineer

Key skills