Customer Escalation Engineer

<p> <strong>Headquarters:</strong> Colombia (remote) </p> <h2 class="PDq2pG_selectionAnchorContainer">Role Purpose</h2> <p>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.</p> <h2>Role Value</h2> <p>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.</p> <h2>Responsibilities</h2> <ul> <li>Serve as an escalation point for complex customer technical issues involving Jumio’s web, mobile, API, and SDK-based products.</li> <li>Analyze, troubleshoot, and reproduce customer-reported issues, identifying root cause and working toward resolution.</li> <li>Manage technical issues and escalations through completion, including customer updates and internal coordination.</li> <li>Perform technical certifications of customer API, web, and Android/iOS mobile SDK integrations before launch.</li> <li>Partner cross-functionally with Customer Success, Engineering, Product, Sales, and Account Management to answer technical questions, provide product guidance, and support customer outcomes.</li> <li>Work within cross-functional agile teams, collaborating closely with developers, product owners, operations, and other stakeholders.</li> <li>Contribute to Jumio’s internal and external knowledge base by producing technical documentation, troubleshooting guides, incident reports, and rel