Enterprise Escalation Engineer - Remote Colombia

Kenyan Edu

Colombia

Presencial

COP 188.200.000 - 313.666.000

Jornada completa

14 días+

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Descripción de la vacante

Jumio is seeking a Customer Escalation Engineer to own complex technical issues across web, mobile, API, and SDK gaps for enterprise customers. You will partner with Success, Engineering, Product, Sales, and Account Management to investigate escalations, reproduce issues, and drive customer-impacting problems to closure.

The role requires strong troubleshooting, excellent technical communication, and the ability to work in a multicultural, distributed team.

Formación

3–5 years in a customer-facing technical support, technical account management, or escalation role.
Experience handling escalations, providing updates, and presenting findings to accounts.
Strong troubleshooting and analytical mindset with QA orientation.
Knowledge of web/mobile technologies: REST, JSON, JavaScript, HTML/CSS, iOS/Android.
Excellent technical communication for a business audience.

Responsabilidades

Serve as escalation point for complex customer issues across web, mobile, API, and SDK products.
Analyze, troubleshoot, reproduce issues, identify root cause, and drive resolution.
Manage escalations through to completion with updates and internal coordination.
Certify API, web, and Android/iOS SDK integrations before launch.
Collaborate with Customer Success, Engineering, Product, Sales, and Accounts.
Work with cross-functional agile teams including developers and product owners.
Contribute to knowledge base with docs, guides, incident reports, and release notes.
Participate in standby coverage when required.