Customer Escalation Engineer

July 30

Apply Now

Receive Emails with Similar Jobs

Jumio Corporation

WebsiteLinkedInAll Job Openings

Identity verification through informed AI.

online ID verification • card scanning • mobile payments • computer vision • credentials management

201 - 500

Description

• The Customer Escalation Engineer is responsible for supporting Jumio’s enterprise customers. • This is an essential role handling customer escalations and proposing solutions - you are the overall subject matter expert on Jumio’s solutions with customers and trusted internal stakeholders across the organization. • You should be proactive, high-energy, motivated, an excellent communicator, confident and detail-oriented. • You have a commitment to excellence and a desire to delight customers. • You have a proven track record with solving problems and know the importance of getting the details right.

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