RRemoteville

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Jumio Corporation logoJumio Corporation

Senior Customer Escalation Engineer

Skills
Analytical SkillsCustomer Experience ManagementTech-SavvyTechnical
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 3-5+ years in a customer-facing Technical Support, Technical Account Management, or Customer Success role
  • Excellent technical communication skills
  • Excellent troubleshooting, problem-solving skills
  • Experience handling customer escalations
  • Knowledge of Web, mobile technologies like REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, HTTPS, iOS, Android, React Native, Flutter
  • Ability to multi-task, work in fast-paced environment
  • Team player
  • Committed to continuous personal development
  • Available for standby hours when required

Nice to have

  • Experience troubleshooting, certifying API, Web, Android/iOS SDK implementations
  • Experience in JIRA, Confluence, Salesforce, Power BI
  • Experience in Identity Verification businesses
  • BA/BS/MS in Computer Science or Management Information Systems

Day to day

  • Play key role supporting Customer Success, Engineering, Product, Sales, Account Management teams
  • Handle internal questions, provide product education, training, engage with customers
  • Handle all levels of technical support cases
  • Analyze, troubleshoot problems of Jumio customers
  • Manage technical issues, escalations to completion
  • Perform technical certifications of customer integrations before launch
  • Work inside cross-functional agile teams cooperating with developers, operations, product owners
  • Contribute to knowledge base, produce technical documentation, incident reports, release notifications