Customer Escalation Engineer

Role Purpose: 

The Senior Customer Escalation Engineer is responsible for supporting Jumio’s enterprise customers.  The individual will be an experienced, driven Product Support professional looking to join our Global Product Support team.  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.

Role Value: 

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. 

Example Responsibilities:

• 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

Experience and Qualifications:

• Ideally multiple (3 - 5+) years of experience in a customer facing Technical Support, Technical Account Management, or Customer Success role
• 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 that is able to also individually perform and has a vested interest in continuous personal development
• Enjoy working in a multicultural and geographically diverse organization
• Available for standby hours when required

Great To Have:

• Experience troubleshooting and certifying API, Web, and Android / iOS Mobile SDK implementations
• Experience in JIRA, Confluence, Salesforce, and Power BI 
• Experience within the Identity Verification and similar businesses is a benefit
• BA/BS/MS in Computer Science, Management Information Systems, or similar degrees are beneficial

Key Characteristics and Attitudes:

In a recent global survey these attributes were valued by Jumios in all locations and functions - we firmly believe in hiring for attitude as well as skill. 

• Friendly and supportive
• Adaptable and flexible
• Articulate and persuasive
• High IQ and EQ
• Curious and coachable
• Commercially Aware
• Resilient and tenacious
• Big picture and the detail