The Customer Escalation Engineer supports Jumio’s enterprise customers by owning complex technical issues through resolution. This person serves as a product support subject matter expert for Jumio’s web, mobile, API, and SDK-based solutions, partnering closely with Customer Success, Engineering, Product, Sales, and Account Management to investigate escalations, reproduce issues, communicate findings, and drive customer-impacting problems to closure.
Role ValueThis role is critical to ensuring enterprise customers receive timely, accurate, and high-quality technical support. The Customer Escalation Engineer combines strong troubleshooting skills, customer communication, and product knowledge to resolve escalations, improve customer experience, reduce recurring issues, and provide actionable feedback to internal teams.
Responsibilities- Serve as an escalation point for complex customer technical issues involving Jumio’s web, mobile, API, and SDK-based products.
- Analyze, troubleshoot, and reproduce customer-reported issues, identifying root cause and working toward resolution.
- Manage technical issues and escalations through completion, including customer updates and internal coordination.
- Perform technical certifications of customer API, web, and Android/iOS mobile SDK integrations before launch.
- Partner cross-functionally with Customer Success, Engineering, Product, Sales, and Account Management to answer technical questions, provide product guidance, and support customer outcomes.
- Work within cross-functional agile teams, collaborating closely with developers, product owners, operations, and other stakeholders.
- Contribute to Jumio’s internal and external knowledge base by producing technical documentation, troubleshooting guides, incident reports, and release notifications.
- Participate in standby coverage when required.
- 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, which may include REST, JSON, JavaScript, HTML, CSS, Java, jQuery, AngularJS, HTTPS, iOS, Android, React Native, or Flutter.
- Experience troubleshooting or certifying API, web, and Android/iOS mobile SDK implementations strongly preferred.
- Excellent technical communication skills for a business audience, with the ability to provide clear technical explanations.
- Ability to manage multiple priorities in a fast-paced environment.
- Proactive mindset with the ability to identify areas for improvement in workflows, support processes, and product experience.
- Team-oriented, self-motivated, and invested in continuous personal development.
- Comfortable working in a multicultural and geographically distributed organization.
- Experience with Jira, Confluence, Salesforce, and Power BI a plus.
- Availability for standby hours when required.
@Work:
This role can be based in Colombia and is remote.
Jumio Values:
IDEAL: Integrity, Diversity, Empowerment, Accountability, Leading Innovation
Equal Opportunities:
Jumio is a collaboration of people with different ideas, strengths, interests and cultures. We welcome applications and colleagues from all backgrounds and of all statuses.
About Jumio:
Jumio is a B2B technology company dedicated to eradicating online identity fraud, money laundering and other financial crimes to help make the internet safer. We leverage AI, biometrics, machine learning, liveness detection and automation to create solutions that are trusted by leading brands worldwide and respected by industry thought leaders.
Jumio is the leading provider of online identity verification, eKYC and AML solutions. With a global footprint, we’re expanding the team to meet strong client demand across a range of industries including Financial Services, Travel, Sharing Economy, Fintech, Gaming, and others.
Applicant Data Privacy
We will only use your personal information in connection with Jumio’s application, recruitment, and hiring processes, as described in Jumio’s Applicant Privacy Notice. If you have any questions or comments, please send an email to [email protected].
Skills Required
- 3-5 years experience in customer-facing Technical Support, Technical Account Management, or Customer Success
- BA/BS/MS in Computer Science, Management Information Systems, or similar
- Excellent technical communication skills for business audiences
- Excellent troubleshooting and problem-solving skills with strong analytical/QA mindset
- Experience handling customer escalations, providing frequent updates, and presenting findings to account contacts
- Knowledge of web and mobile technologies (REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, HTTPS, iOS, Android, React Native, Flutter)
- Experience troubleshooting and certifying API, Web, and Android/iOS Mobile SDK implementations
- Experience with JIRA, Confluence, Salesforce, and Power BI
- Ability to multi-task and work in a fast-paced environment; team player with independent performance capability
- Availability for standby hours when required
What We Do
Jumio helps you know, then trust your customers online. From account opening to ongoing monitoring, the Jumio KYX Platform provides advanced identity proofing, risk assessment and compliance solutions to accurately establish, maintain and reassert trust. Leveraging advanced technology including automation, biometrics, AI/machine learning, liveness detection and no-code orchestration with hundreds of data sources, Jumio helps organizations fight fraud and financial crime, onboard good customers faster and meet regulatory compliance including KYC and AML. Jumio has processed more than 1 billion transactions spanning over 200 countries and territories from real-time web and mobile transactions. Based in Palo Alto, Jumio operates globally with offices in North America, Latin America, Europe, Asia Pacific and the Middle East and has been the recipient of numerous awards for innovation. Jumio is backed by Centana Growth Partners, Great Hill Partners and Millennium Technology Value Partners. For more information, please visit jumio.com.
Why Work With Us
Our IDEAL values of Integrity, Diversity, Empowerment, Accountability and Leading Innovation are the compass setting for our culture. Along with our clear and positive purpose of eliminating fraud our values help to bring together a hugely diverse and globally distributed team to work as #onejumio.
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