Role Purpose: The Global Product Support Engineer is responsible for supporting Jumio’s enterprise customers. The individual will be an experienced, driven Technical Support professional looking to join our Global Technical Support team. This is an essential role handling customer escalations and proposing solutions - you are the overall subject matter expert on Jumio’s solutions with customers and trusted internal stakeholders across the organization.
Role Value: You should be proactive, high-energy, motivated, an excellent communicator, confident and detail-oriented. You have a commitment to excellence and a desire to delight customers. You have a proven track record with solving problems and know the importance of getting the details right.
You will play a key role with supporting Customer Success, Engineering, Product, Sales, and Account Management teams – handling internal questions, providing product education and training, as well as engaging with customers
Perform effective and efficient handling of all levels of technical support cases ranging from basic user questions to issues requiring more in-depth technical knowledge
Analyze and troubleshoot problems experienced by Jumio customers; including reproducing them and ultimately trying to respond to customers with a solution
Manage technical issues to completion; involves periodically working standby hours, if necessary
Perform technical certifications of customer integrations before launch.
Work inside the cross-functional agile teams, closely cooperating with developers, operations, product owners and other key stakeholders.
Actively contribute to both Jumio’s internal and external (customer) Knowledge Base, produce technical documentation, incident reports, and release notifications.
Experience and Qualifications:
At least 3 - 5 years experience in a Technical Support role
Excellent communication and interpersonal skills
Excellent technical communication skills for business audience / Able to provide clear technical explanations
Excellent troubleshooting and problem-solving skills with a strong analytical/QA mindset
Proactive and can think further than the solution appears to require, ability to identify key areas for improvement in workflows and efficiencies
Ability to multi-task and work in a fast-paced environment
Excellent analytical, quality and conceptual skills
Team player that is able to also individually perform and has a vested interest in continuous personal development
Enjoy working in a multicultural and geographically diverse organization
Experience in Zendesk, JIRA, Confluence and Salesforce a plus
Available for standby hours when required.
Key Characteristics and Attitudes: In a recent global survey these attributes were valued by Jumios in all locations and functions - we firmly believe in hiring for attitude as well as skill.
Friendly and supportive
Adaptable and flexible
Articulate and persuasive
High IQ and EQ
Curious and coachable
Resilient and tenacious
Big picture and the detail
IDEAL: Integrity, Diversity, Empowerment, Accountability, Leading Innovation
Company: Jumio is the future for online and mobile ID verification. We are the largest and fastest growing company in the ID verification space. With a global footprint, we’re expanding the team to meet strong client demand across a range of industries including Financial Services, Travel, Sharing Economy, Fintech, Gaming, and others.
Equal Opportunities: Jumio is a collaboration of people with different ideas, strengths, interests and cultures. We welcome applications and colleagues from all backgrounds and of all statuses.