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 Integral 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.

Role Value

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.

Responsibilities
- 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

Experience and Qualifications
- At least 3 - 5 years experience in a customer-facing Technical Support, Technical Account Management, or Customer Success role
- BA/BS/MS in Computer Science, Manageme

📌 Customer Escalation Engineer (Barranquilla)
🏢 Jumio
📍 Barranquilla