Customer Escalation Engineer

🕒 June 26

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Jumio Corporation

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2010

🤖 Artificial Intelligence

📋 Compliance

🔐 Security

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.

📋 Description

• 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

🎯 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

🏖️ Benefits

• 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.