Customer Escalation Engineer
Customer Escalation Engineer
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Job Description
Role Purpose:
The Senior Customer Escalation Engineer is responsible for supporting Jumios 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 Jumios solutions with customers and trusted internal stakeholders across the organization.
Role Value:
You should be proactive highenergy motivated an excellent communicator confident and detailoriented. 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 indepth 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 crossfunctional agile teams closely cooperating with developers operations product owners and other key stakeholders
- Actively contribute to both Jumios internal and external (customer) Knowledge Base produce technical documentation incident reports and release notifications
Experience and Qualifications:
- Ideally 3 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 problemsolving 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 multitask and work in a fastpaced 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
Jumio Values:
IDEAL: Integrity Diversity Empowerment Accountability Leading Innovation
Equal Opportunities:
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.
About Jumio:
Jumio is a B2B technology company dedicated to eradicating online identity fraud money laundering and other financial crimes to help make the internet safer. We leverage AI biometrics machine learning liveness detection and automation to create solutions that are trusted by leading brands worldwide and respected by industry thought leaders.
Jumio is the leading provider of online identity verification eKYC and AML solutions. With a global footprint were expanding the team to meet strong client demand across a range of industries including Financial Services Travel Sharing Economy Fintech Gaming and others.
Applicant Data Privacy
We will only use your personal information in connection with Jumios application recruitment and hiring processes as described in Jumios Applicant Privacy Notice. If you have any questions or comments please send an email to .
Employment Type
Full Time
