Customer Escalation Engineer

About Jumio: Jumio is the leading global B2B technology corporation dedicated to eradicating online identity fraud, money laundering, and complex financial crimes to make the digital ecosystem safer. By leveraging state-of-the-art AI networks, biometrics, machine learning tracking, and custom liveness detection workflows, our automated eKYC and AML architectures are trusted by elite brands worldwide spanning Financial Services, Fintech, Gaming, and Sharing Economy landscapes.

Role Mission

We are seeking an experienced, high-energy Customer Escalation Engineer to join our Global Product Support team. In this pivotal technical function, you will operate as the absolute subject matter expert on Jumio’s identity verification solutions for enterprise clients and cross-functional teams alike. Bridging the gap between active account managers and core engineering squads, you will isolate high-tier system anomalies, run detailed root-cause diagnoses, and technically certify customer API/SDK integrations before live marketplace production deployment loops.

Key Responsibilities

• High-Tier Troubleshooting: Analyze, reproduce, and troubleshoot complex technical errors encountered by enterprise customers, delivering robust architectural patch configurations and workarounds.
• Integration Certification: Perform meticulous technical certifications on customer-facing web and mobile applications before product launch phases to ensure bulletproof system interaction flows.
• Escalation Life cycle Management: Own and quarterback technical case escalations to absolute completion, collaborating closely within cross-functional agile development tracks, DevOps, and product owners.
• Multi-Channel Internal Support: Act as the go-to technical partner for localized Customer Success, Engineering, Product, and Enterprise Sales squads—handling high-risk technical inquiries and delivering product education.
• Stewardship & Runbooks: Actively author, update, and expand internal technical training assets and external-facing customer knowledge bases; produce structured post-incident reports and release notifications.
• On-Call Rotations: Maintain strict readiness to support customer environments by periodically working flexible standby hours when scheduled.

Required Skills & Qualifications

• 3 to 5 years of verified professional experience operating inside a technical customer-facing engineering role, such as a Technical Support Engineer, Technical Account Manager (TAM), or Customer Success Engineer.
• BA/BS/MS degree in Computer Science, Management Information Systems (MIS), or an equivalent quantitative computing discipline.
• Deep analytical debugging and quality assurance (QA) mindset with exceptional technical communication skills to explain intricate payload routing easily to a corporate business audience.
• Strong technical familiarity across modern Web and Mobile engineering technologies, including **REST APIs, JSON structures, JavaScript, HTML, CSS, Java, jQuery, and Angular**.
• Demonstrated capability to self-direct and multi-task across overlapping ticket queues inside high-velocity, multicultural environments.
• Location Context: 100% remote working infrastructure framework open to qualified technical professionals based within Colombia.

Preferred Strategic Indicators (Nice to Have)

• Direct hands-on experience debugging, diagnosing, and certifying enterprise REST API integrations alongside mobile Android and iOS SDK environments (React Native, Flutter).
• Proficiency navigating enterprise tracking software dashboards including Salesforce CRM, Jira, Confluence, and Power BI.

What We Offer

• A technical subject matter expert runway to influence system operations for a category-defining identity security leader.
• Highly competitive compensation package structured on your experience and technical specialization.
• 100% fully remote working autonomy from anywhere inside Colombia.
• Dynamic, collaborative corporate culture grounded in our core IDEAL parameters (Integrity, Diversity, Empowerment, Accountability, and Leading Innovation).
• Complete company-issued remote technology hardware provisioning and workstation equipment configurations delivered directly to your home office.