Product Support Engineer II - Remote

Overview

The Product Support Engineer II is responsible for supporting Jumio’s global enterprise customers in a SaaS environment, acting as a subject matter expert on Jumio’s solutions for both customers and internal stakeholders.

In Short

• Support Customer Success, Engineering, Product, Sales, and Account Management teams.
• Handle technical support cases from basic user questions to complex integration issues.
• Analyze and troubleshoot technical problems experienced by Jumio customers.
• Manage technical escalations and provide updates to stakeholders.
• Perform technical certifications of customer API, Web, and SDK integrations.
• Contribute to Jumio’s Knowledge Base by producing technical documentation.
• Use reporting tools to track performance metrics and drive improvements.
• Work cross-functionally with developers and other stakeholders in agile environments.
• Document technical processes and customer interactions clearly.

Requirements

• 3–5 years of experience in a SaaS customer-facing Technical Support role.
• Strong technical troubleshooting and problem-solving skills.
• Experience with API, Web, and SDK implementation support.
• Excellent technical communication skills for business audiences.
• Self-organized and able to manage multiple tasks with attention to detail.
• Experience with reporting tools like Power BI and Excel.
• Familiarity with JIRA, Salesforce, Confluence, or similar platforms.
• Experience in customer escalation handling.
• Knowledge of web and mobile technologies.
• Team player with a growth mindset.

Benefits

• Work in a fast-paced, multicultural environment.
• Opportunities for continuous personal development.
• Engage with a diverse team.
• Contribute to meaningful solutions in identity verification.
• Flexible working hours accommodating EMEA timings.