Jumio
CustomerEscalationEngineer
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optimal for Mid candidates.
“Customer Escalation Engineer at Jumio. Skills: Customer Escalation, Technical Support, Problem Solving, Customer Facing. Supporting Jumio’s enterprise customers. Handling customer escalations and proposing solutions”
What You'll Achieve.
Proposing solutions; Delight customers; Getting the details right
Industry & Context.
Excellent troubleshooting and problem-solving skills; Analytical/QA mindset; Proactive and can think further than the solution appears to require
Periodically working standby hours, if necessary, Available for standby hours when required
What They're Looking For.
Must Have
At least 3 - 5 years experience in a customer-facing Technical Support, Technical Account Management, or Customer Success role, BAS/MS in Computer Science, Management Information Systems, or a similar degree, Excellent technical communication skills for business audience / Able to provide clear technical explanations, Excellent troubleshooting and problem-solving skills with a analytical/QA mindset, Proactive and can think further than the solution appears to require, ability to identify key areas for improvement in workflows and efficiencies, Experience handling customer escalations, providing frequent updates, and presenting findings to key account contacts, Knowledge of Web and mobile technologies, which may include REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, HTTPS, iOS, Android, React Native, or Flutter, Ability to multi-task and work in a fast-paced environment, Team player who is able also individually to perform and has a vested interest in continuous personal development, Enjoy working in a multicultural and geographically diverse organization, Available for standby hours when required
Nice to Have
Experience in JIRA, Confluence, Salesforce, and Power BI a plus, Experience troubleshooting and certifying API, Web, and Android / iOS SDK implementations a huge plus
What You'll Do.
Supporting Jumio’s enterprise customers
Handling customer escalations and proposing solutions
Supporting Customer Success
and Account Management teams
Handling internal questions
Providing product education and training
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 including reproducing them and ultimately trying to respond to customers with a solution
Manage technical issues and escalations
Perform technical certifications of customer integrations before launch
Contribute to Jumio’s internal and external (customer) Knowledge Base
Produce technical documentation
and release notifications
How You'll Work.
Team & Collaboration
Play a key role with supporting Customer Success, Engineering, Product, Sales, and Account Management teams; Work inside the cross-functional agile teams, closely cooperating with developers, operations, product owners and other key stakeholders
Communication Scope
Excellent technical communication skills for business audience; Able to provide clear technical explanations; Providing frequent updates; Presenting findings to key account contacts
Full Job Description
Role Purpose: 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 Global 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, Management In
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