Customer Escalation Engineer, Jumio

• The individual will be an experienced, driven Product Support professional looking to join our Global Product Support team
• 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
• 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
• 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

Desirable

• The Senior 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 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