Customer Escalation Engineer

Stack

Responsibilities

• ▹Serving as an escalation point for complex customer technical issues involving web, mobile, API, and SDK-based products
• ▹Analyzing, troubleshooting, and reproducing customer-reported issues, identifying root cause
• ▹Managing technical issues and escalations through completion, including customer updates and internal coordination
• ▹Performing technical certifications of customer API, web, and Android/iOS mobile SDK integrations before launch
• ▹Partnering cross-functionally with Customer Success, Engineering, Product, Sales, and Account Management
• ▹Working within cross-functional agile teams
• ▹Contributing to internal and external knowledge base (documentation, troubleshooting guides, incident reports, release notifications)
• ▹Participating in standby coverage when required

Requirements

• ▹3-5 years of experience in a customer-facing Technical Support, Technical Account Management, Customer Escalation, or technically focused Customer Success role
• ▹Experience handling customer escalations, providing frequent updates, and presenting findings to key account contacts
• ▹Strong troubleshooting and problem-solving skills with an analytical/QA mindset
• ▹Knowledge of web and mobile technologies: REST, JSON, JavaScript, HTML, CSS, Java, jQuery, AngularJS, HTTPS, iOS, Android, React Native, Flutter
• ▹Experience troubleshooting or certifying API, web, and Android/iOS mobile SDK implementations preferred
• ▹Excellent technical communication skills for a business audience
• ▹Ability to manage multiple priorities in a fast-paced environment

Nice to have

• ▹Experience with Jira, Confluence, Salesforce, and Power BI

Soft skills

About the company

Jumio serves enterprise customers with identity verification and compliance solutions, operating by its IDEAL values: Integrity, Diversity, Empowerment, Accountability, Leading Innovation.