About the role

Role overview

The Customer Escalation Engineer supports Jumio’s enterprise customers by owning complex technical issues through to resolution. You’ll act as a product support subject matter expert across Jumio’s web, mobile, API, and SDK-based solutions, working closely with cross-functional teams to investigate, reproduce, communicate findings, and drive issues to closure.

Responsibilities

Serve as the escalation point for complex customer technical issues.
Analyze, troubleshoot, and reproduce reported issues to identify root cause and drive resolution.
Manage 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 with Customer Success, Engineering, Product, Sales, and Account Management to answer technical questions and provide product guidance.
Work within cross-functional agile teams and collaborate with developers, product owners, and operations.
Contribute to internal/external knowledge base via documentation, troubleshooting guides, incident reports, and release notifications.
Participate in standby coverage when required.

Requirements

3–5 years in a customer-facing technical role (Technical Support, Technical Account Management, Customer Escalation, or technical Customer Success).
Experience handling customer escalations, providing frequent updates, and presenting findings to key contacts.
Strong troubleshooting and analytical/QA mindset.
Knowledge of web and mobile technologies, potentially including: REST, JSON, JavaScript, HTML, CSS, Java, jQuery, AngularJS, HTTPS, iOS, Android, React Native, Flutter.
Strong preference for experience troubleshooting or certifying API, web, and Android/iOS SDK implementations.
Excellent technical communication for business audiences.
Ability to manage multiple priorities in a fast-paced environment.
Proactive, team-oriented, self-motivated, and comfortable in multicultural/distributed teams.
Availability for standby hours when required.

Nice to have

Experience with Jira, Confluence, Salesforce, and Power BI.
Strong certification/capability around API/web/mobile SDK integrations.

About Jumio

Jumio is a B2B technology company focused on preventing online identity fraud, money laundering, and other financial crimes. It provides online identity verification, eKYC, and AML solutions, leveraging AI, biometrics, machine learning, and liveness detection to help trusted brands operate safely online.