Customer Escalation Engineer

Role Purpose

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 Value

This 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.

Experience and Qualifications

• 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.