Customer Escalation Engineer - Remote

Overview

The 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.

In Short

• Support Customer Success, Engineering, Product, Sales, and Account Management teams.
• Handle technical support cases ranging from basic to complex issues.
• Analyze and troubleshoot problems experienced by customers.
• Manage technical issues and escalations to completion.
• Perform technical certifications of customer integrations.
• Work inside cross-functional agile teams.
• Contribute to Jumio’s Knowledge Base and produce documentation.

Requirements

• 3-5 years experience in a customer-facing Technical Support or similar role.
• BA/BS/MS in Computer Science or related field.
• Excellent technical communication skills.
• Strong troubleshooting and problem-solving skills.
• Experience handling customer escalations.
• Knowledge of Web and mobile technologies.
• Experience with JIRA, Confluence, and Salesforce is a plus.

Benefits

• Work in a multicultural and geographically diverse organization.
• Opportunities for continuous personal development.
• Be part of a company dedicated to eradicating online identity fraud.