Customer Escalation Engineer

About the role

This position is for an engineer who will take ownership of difficult technical challenges faced by our enterprise clients. You will act as a key product expert, working with various internal teams to resolve customer issues and ensure a positive experience.

Key facts

What you'll do

• Act as the primary point of contact for complex technical problems related to Jumio's web, mobile, API, and SDK offerings.
• Investigate, diagnose, and resolve customer-reported issues, identifying underlying causes.
• Manage the entire lifecycle of technical escalations, providing regular updates to customers and coordinating internally.
• Conduct technical validation of customer integrations for API, web, and mobile SDKs before their go-live.
• Collaborate with Customer Success, Engineering, Product, Sales, and Account Management to provide technical guidance and support customer objectives.
• Contribute to internal and external knowledge repositories by creating technical documentation, guides, and incident reports.
• Be available for on-call duties as needed.

Requirements

• 3 to 5 years of experience in a customer-facing technical support, technical account management, or customer success role with a strong technical focus.
• Proven experience managing customer escalations, providing consistent communication, and presenting technical findings.
• Strong analytical and problem-solving abilities with a quality assurance mindset.
• Familiarity with web and mobile technologies such as REST, JSON, JavaScript, HTML, CSS, Java, jQuery, AngularJS, HTTPS, iOS, Android, React Native, or Flutter.
• Ability to handle multiple tasks and priorities in a dynamic environment.
• A proactive approach to identifying and suggesting improvements to processes and products.
• A collaborative spirit, self-motivation, and a commitment to continuous learning.
• Comfortable working in a globally distributed and diverse organization.
• Availability for standby support when required.

Nice to have

• Prior experience troubleshooting or certifying API, web, and mobile SDK implementations.
• Experience using Jira, Confluence, Salesforce, and Power BI.

Skills & tools

• Technical troubleshooting
• API integrations
• Mobile SDKs (iOS, Android)
• Web technologies
• Customer communication
• Cross-functional collaboration

Practical notes

• This role is based in Colombia and is remote.
• Jumio values Integrity, Diversity, Empowerment, Accountability, and Leading Innovation.
• Jumio welcomes applications from all backgrounds.