Product Support Engineer - II

Role Overview:

As a key member of Jumio's support ecosystem, you will work closely with Customer Success, Engineering, Product, Sales, and Account Management teams to handle internal questions, provide product education, and engage with customers. You will leverage your technical expertise to troubleshoot integration issues, manage escalations, and ensure a seamless customer experience with Jumio solutions.

Role Value:

• Deliver timely technical support and guidance, ensuring high levels of customer satisfaction.
• Act as a bridge between customers and internal teams, helping resolve complex issues and drive successful integrations.
• Contribute to the continuous improvement of technical documentation and internal knowledge to enhance team efficiency and customer experience.

Key Responsibilities:

• Internal Support & Product Education:

  Support internal teams by answering technical questions, providing product training, and sharing best practices.

• Technical Support Cases:

  Handle support cases ranging from basic user inquiries to complex API, Web, and SDK integration issues.

• Issue Analysis & Troubleshooting:

  Reproduce, analyze, and resolve technical problems experienced by customers, providing solutions or workarounds.

• Escalation Management:

  Manage technical escalations to completion, providing frequent updates to customers and internal stakeholders.

• Integration Certification:

  Perform technical certifications of customer API, Web, and SDK integrations prior to launch.

• Knowledge Base Contribution:

  Produce technical documentation, incident reports, and release notifications for internal and external use.

• Reporting & Analytics:

  Utilize tools like Power BI and Excel to track performance metrics, identify patterns, and drive process improvements.

• Cross-Functional Collaboration:

  Work closely with developers, operations, product owners, and other stakeholders in agile environments.

• Documentation:

  Maintain clear, structured records of technical processes, troubleshooting steps, and customer interactions.

Requirements:

• Technical background in software, web, or mobile development preferred.
• Experience troubleshooting APIs, SDKs, or software integrations.
• Strong analytical and problem-solving abilities.
• Familiarity with reporting and analytics tools such as Power BI or Excel.
• Excellent attention to detail and organizational skills.
• Ability to manage multiple tasks and technical escalations simultaneously.