Job
Description
As a Support Operations Engineer at Jumio, you will be responsible for providing support to global enterprise customers in a SaaS environment. Your role will involve handling technical escalations, troubleshooting issues, and supporting API/Web/SDK integrations. You will serve as a subject matter expert on Jumio's solutions for customers and internal stakeholders. **Key Responsibilities:** - Support Customer Success, Engineering, Product, Sales, and Account Management teams by handling internal inquiries, providing product education, and engaging with customers - Efficiently handle technical support cases ranging from basic user questions to complex integration issues - Analyze and troubleshoot technical problems faced by Jumio customers, including reproducing issues and offering solutions or workarounds - Manage technical escalations and provide regular updates to customers and internal stakeholders - Conduct technical certifications of customer API, Web, and SDK integrations before launch - Contribute to Jumio's Knowledge Base by producing technical documentation, incident reports, and release notifications - Utilize reporting and analytics tools to track performance metrics, identify patterns, and drive improvements - Collaborate with developers, operations, product owners, and other stakeholders in agile environments - Document technical processes, troubleshooting steps, and customer interactions clearly and concisely **Qualifications Required:** - Minimum 3-5 years of experience in a SaaS customer-facing Technical Support, Technical Account Management, or Customer Success role - Strong technical troubleshooting and problem-solving skills with an analytical/QA mindset - Experience with API, Web, and SDK (iOS/Android) implementation and integration support - Excellent technical communication skills to explain complex technical concepts to non-technical audiences - Self-organized, detail-oriented, and capable of managing multiple tasks effectively - Proficiency in reporting tools like Power BI, Excel, JIRA, Salesforce, Confluence, or similar platforms - Previous experience in customer escalation handling with effective communication and progress updates - Knowledge of web and mobile technologies such as REST, JSON, JavaScript, HTML, CSS, Java, jQuery, AngularJS, HTTPS, iOS, Android, React Native, or Flutter - Team player with a growth mindset, adaptable in fast-paced environments, and committed to continuous personal development **Additional Details:** Jumio is a B2B technology company dedicated to eliminating online identity fraud and financial crimes through innovative solutions powered by AI, biometrics, and automation. They value integrity, diversity, empowerment, accountability, and leading innovation. Jumio promotes equal opportunities and welcomes applicants from diverse backgrounds.,
