Customer Escalation Engineer

About this role

Jumio seeks an experienced Customer Escalation Engineer to provide technical support and solutions to enterprise customers while collaborating with internal teams. This remote role based in Colombia requires handling complex technical escalations, troubleshooting customer issues, and serving as a subject matter expert on Jumio's identity verification and fraud prevention solutions.

What you'll do

• Handle technical support cases at all levels, from basic user questions to in-depth technical issues
• Troubleshoot and analyze customer problems, reproduce issues, and deliver solutions
• Manage escalations to completion and provide periodic standby support when needed
• Certify technical implementations of customer integrations before launch
• Collaborate with Customer Success, Engineering, Product, Sales, and Account Management teams
• Create and maintain technical documentation, incident reports, and knowledge base content

What they're looking for

• Technical support and customer escalation handling
• Web and mobile technologies (REST, JSON, JavaScript, HTML, CSS, Java, React Native, Flutter)
• API, Web SDK, and Mobile SDK troubleshooting and certification
• Excellent technical communication for business audiences
• Problem-solving and analytical mindset
• JIRA, Confluence, Salesforce, and Power BI experience
• Ability to multitask in fast-paced environments
• Proactive process improvement mindset