Product Support Engineer - II

Jumio is seeking a driven Product Support Specialist II, looking to join our Jumio Product Support team, based in Malaysia. As an individual contributor, reporting to the Manager, Jumio Technical Support, you will get the chance to work within an international startup as part of a small team where each and every member’s opinion matters. We have offices in Sunnyvale CA, London, Vienna, Singapore, Linz and India.

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.

Responsibilities:

• Take ownership of common customer issues reported and see problems through to resolution.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Provide prompt and accurate feedback to customers.
• Oversee and manage open support tickets to ensure ongoing customer communication.
• Follow standardized procedures for proper escalation of unresolved issues to the Second Level Support team.
• Help in resolving escalated customer complaints.
• Develop customer relationships through professional interactions.
• Actively contribute to both Jumio’s internal and external (customer) knowledge base.

Experience and Qualifications:

• Minimum 2-4 years experience in a technical support role preferred.
• Ability to troubleshoot more complex issues.
• Excellent written and verbal communication and interpersonal skills.
• Good troubleshooting and problem-solving skills with a strong analytical/QA mindset.
• Ability to multi-task and work in a fast-paced environment.
• Excellent analytical, quality and conceptual skills.
• Enjoy working in a multicultural and geographically diverse organization.
• Available for standby hours when required.

Key Characteristics and Attitudes:

• Friendly and supportive
• Adaptable and flexible
• Articulate and persuasive
• High IQ and EQ
• Curious and coachable
• Commercially Aware
• Resilient and tenacious
• Big picture and the detail

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.

About Jumio:

Jumio is a B2B technology company dedicated to eradicating online identity fraud, money laundering and other financial crimes to help make the internet safer. We leverage AI, biometrics, machine learning, liveness detection and automation to create solutions that are trusted by leading brands worldwide and respected by industry thought leaders.

Jumio is the leading provider of online identity verification, eKYC and AML solutions. 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.