Customer Escalation Engineer

August 26

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Jumio Corporation

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Artificial Intelligence • Compliance • Security

Jumio Corporation is a global leader in AI-driven identity verification solutions that help businesses onboard new customers quickly while keeping fraudsters out. With a platform trusted by leading brands worldwide, Jumio processes over 1 billion transactions and supports more than 5,000 ID types across 200 countries and territories. It uses advanced AI and machine learning models to provide predictive fraud insights, ensuring compliance with AML requirements and enabling seamless user experiences. Jumio offers solutions in various industries like financial services, healthcare, gaming, and more, allowing businesses to prevent fraud and protect their reputation.

201 - 500 employees

Founded 2010

🤖 Artificial Intelligence

📋 Compliance

🔐 Security

📋 Description

• Role Purpose: The Customer Escalation Engineer is responsible for supporting Jumio’s enterprise customers and handling escalations as the subject matter expert • Role Value: Proactive, high-energy, motivated communicator committed to excellence and customer delight • Responsibilities: Play a key role supporting Customer Success, Engineering, Product, Sales, and Account Management teams; handle internal questions, provide product education and training, and engage with customers • Responsibilities: Perform effective and efficient handling of all levels of technical support cases from basic user questions to in-depth technical issues • Responsibilities: Analyze and troubleshoot problems experienced by Jumio customers, reproduce issues and respond with solutions • Responsibilities: Manage technical issues and escalations to completion, including periodic standby hours if necessary • Responsibilities: Perform technical certifications of customer integrations before launch • Responsibilities: Work inside cross-functional agile teams closely cooperating with developers, operations, product owners and other stakeholders • Responsibilities: Contribute to internal and external Knowledge Base, produce technical documentation, incident reports, and release notifications • Work location: This role can be based in Colombia and is remote • About Jumio: B2B technology company focused on online identity verification, eKYC and AML solutions using AI, biometrics and machine learning

🎯 Requirements

• 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