📍 Job Overview

• Job Title: Senior Customer Escalation Engineer
• Company: Jumio
• Location: Bangalore, Karnātaka, India
• Job Type: Full-Time
• Category: Technical Support & Customer Success
• Date Posted: 2025-06-18
• Experience Level: 5-10 years
• Remote Status: Remote OK

🚀 Role Summary

• Key Responsibilities: Handle customer escalations, propose solutions, collaborate with cross-functional teams, and manage technical issues to completion.
• Key Skills: Technical communication, troubleshooting, problem-solving, web and mobile technologies, API integration, and agile methodologies.

📝 Enhancement Note: This role requires a strong technical background and excellent communication skills to effectively support Jumio's enterprise customers and collaborate with various teams.

💻 Primary Responsibilities

• Customer Escalation Management: Handle and resolve complex customer issues, providing frequent updates and presenting findings to key account contacts.
• Technical Support: Perform effective and efficient handling of technical support cases, ranging from basic user questions to issues requiring in-depth technical knowledge.
• Troubleshooting & Problem Solving: Analyze and troubleshoot problems experienced by Jumio customers, reproduce issues, and respond with solutions.
• Collaboration & Communication: Work closely with internal teams, including Customer Success, Engineering, Product, Sales, and Account Management, to handle internal questions and provide product education and training.
• Documentation & Knowledge Base: Actively contribute to Jumio's internal and external knowledge base, produce technical documentation, incident reports, and release notifications.
• Certification & Quality Assurance: Perform technical certifications of customer integrations before launch and ensure high-quality customer support.

📝 Enhancement Note: This role involves a high level of technical expertise and the ability to work effectively under pressure, as it requires managing customer escalations and providing timely solutions.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Management Information Systems, or a related field. Relevant work experience may be considered in lieu of formal education.

Experience: Ideally 5+ years of experience in a customer-facing Technical Support, Technical Account Management, or Customer Success role.

Required Skills:

• Excellent technical communication skills for business audiences
• Excellent troubleshooting and problem-solving skills with a strong analytical/QA mindset
• Proactive approach with the ability to identify key areas for improvement in workflows and efficiencies
• Knowledge of web and mobile technologies, including REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, HTTPS, iOS, Android, React Native, or Flutter
• Ability to multi-task and work in a fast-paced environment
• Team player with a vested interest in continuous personal development
• Available for standby hours when required

Preferred Skills:

• Experience troubleshooting and certifying API, Web, and Android/iOS Mobile SDK implementations
• Experience in JIRA, Confluence, Salesforce, and Power BI
• Experience within the Identity Verification and similar businesses
• BA/BS/MS in Computer Science, Management Information Systems, or similar degrees

📝 Enhancement Note: Candidates should possess a strong technical background and excellent communication skills to excel in this role, as it requires managing customer escalations and collaborating with various teams.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• A well-structured portfolio demonstrating experience in technical support, customer success, or a related field.
• Case studies showcasing successful customer escalation management, troubleshooting, and problem-solving skills.
• Examples of technical documentation, incident reports, or release notifications created for previous roles.

Technical Documentation:

• Detailed technical documentation demonstrating a strong understanding of web and mobile technologies.
• Examples of API integration, SDK implementation, or other technical projects that showcase the candidate's expertise.
• Performance metrics, optimization techniques, and testing methodologies used in previous roles.

📝 Enhancement Note: As this role focuses on customer escalation management and technical support, the portfolio should emphasize the candidate's problem-solving skills, technical expertise, and ability to handle complex customer issues.

💵 Compensation & Benefits

Salary Range: INR 1,200,000 - 1,800,000 per annum (Estimated based on market standards for a Senior Technical Support role in Bangalore)

Benefits:

• Competitive salary and benefits package
• Opportunities for professional growth and development
• A dynamic and multicultural work environment
• The chance to work with leading global brands and respected industry thought leaders

Working Hours: Full-time (40 hours per week), with the possibility of standby hours when required

📝 Enhancement Note: The salary range is estimated based on market standards for a Senior Technical Support role in Bangalore. The actual salary may vary depending on the candidate's experience, skills, and the company's internal policies.

🎯 Team & Company Context

🏢 Company Culture

Industry: Jumio is a B2B technology company dedicated to eradicating online identity fraud, money laundering, and other financial crimes to help make the internet safer. They 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.

Company Size: Jumio is a global company with a strong presence in various industries, including Financial Services, Travel, Sharing Economy, Fintech, Gaming, and others. This provides ample opportunities for professional growth and collaboration with diverse teams.

Founded: Jumio was founded in 2010, and since then, it has grown into a leading provider of online identity verification, eKYC, and AML solutions.

Team Structure:

• The Senior Customer Escalation Engineer will work closely with the Global Product Support team, collaborating with Customer Success, Engineering, Product, Sales, and Account Management teams.
• This role involves cross-functional collaboration and requires effective communication with both internal teams and enterprise customers.

Development Methodology:

• Jumio follows agile methodologies, working in cross-functional teams to deliver high-quality products and services.
• The Senior Customer Escalation Engineer will work closely with agile teams, contributing to product education, training, and customer support.

Company Website: jumio.com

📝 Enhancement Note: Jumio's company culture emphasizes collaboration, innovation, and customer satisfaction. The Senior Customer Escalation Engineer will play a crucial role in maintaining these values by providing excellent customer support and working closely with various teams.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a senior-level position within the Technical Support and Customer Success domain. It requires a high level of technical expertise, excellent communication skills, and the ability to manage complex customer issues.

Reporting Structure: The Senior Customer Escalation Engineer will report directly to the Manager of Global Product Support and work closely with various teams, including Customer Success, Engineering, Product, Sales, and Account Management.

Technical Impact: This role has a significant impact on Jumio's enterprise customers, as it is responsible for handling escalations, proposing solutions, and ensuring high-quality customer support. Effective management of customer issues contributes to customer satisfaction, retention, and the overall success of the company.

Growth Opportunities:

• Technical Skill Development: Jumio offers opportunities for continuous learning and skill development, allowing the Senior Customer Escalation Engineer to expand their technical expertise and explore new areas within the company.
• Leadership & Mentoring: As a senior role, this position offers opportunities for mentoring junior team members and contributing to the development of the Global Product Support team.
• Architecture & Decision-Making: With experience, the Senior Customer Escalation Engineer may have the opportunity to influence architectural decisions and contribute to the overall direction of Jumio's technical support and customer success strategies.

📝 Enhancement Note: Jumio's growth opportunities are tailored to the individual's skills, interests, and career aspirations. The Senior Customer Escalation Engineer can expect a challenging and rewarding role with ample opportunities for professional development.

🌐 Work Environment

Office Type: Jumio has a global presence with offices in various locations worldwide. The Senior Customer Escalation Engineer can expect a multicultural and diverse work environment, with opportunities for remote work and collaboration with teams across different time zones.

Office Location(s): Bangalore, Karnātaka, India (with the possibility of remote work)

Workspace Context:

• Jumio provides a collaborative workspace with access to the necessary tools and resources for effective communication and collaboration with both internal teams and enterprise customers.
• The Senior Customer Escalation Engineer will have access to multiple monitors, testing devices, and other resources required to handle complex customer issues and troubleshoot technical problems.

Work Schedule: Full-time (40 hours per week), with the possibility of standby hours when required. Jumio offers a flexible work schedule, allowing employees to balance their personal and professional lives.

📝 Enhancement Note: Jumio's work environment encourages collaboration, innovation, and continuous learning. The Senior Customer Escalation Engineer will have the opportunity to work with diverse teams, contribute to the company's success, and grow both personally and professionally.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief phone or video call to assess the candidate's communication skills, technical background, and cultural fit.
2. Technical Assessment: A hands-on technical assessment to evaluate the candidate's problem-solving skills, troubleshooting abilities, and understanding of web and mobile technologies.
3. Behavioral & Situational Interview: An in-depth interview focused on the candidate's customer support experience, communication skills, and ability to handle complex customer issues.
4. Final Decision & Offer: A final decision will be made based on the candidate's performance throughout the interview process, and a formal job offer will be extended to the successful candidate.

Portfolio Review Tips:

• Highlight successful customer escalation management case studies, demonstrating the ability to handle complex customer issues and propose effective solutions.
• Include examples of technical documentation, incident reports, or release notifications created for previous roles, showcasing the candidate's attention to detail and commitment to quality.
• Emphasize the candidate's problem-solving skills, technical expertise, and ability to work effectively under pressure.

Technical Challenge Preparation:

• Brush up on web and mobile technologies, including REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, HTTPS, iOS, Android, React Native, or Flutter.
• Practice troubleshooting and problem-solving exercises to enhance the candidate's ability to handle complex customer issues and propose effective solutions.
• Familiarize oneself with Jumio's products, services, and industry-specific terminology to demonstrate a strong understanding of the company and its offerings.

ATS Keywords: (Organized by category)

• Programming Languages: JavaScript, Java, HTML, CSS, Python, C++
• Web Frameworks: Angular JS, React Native, jQuery
• Server Technologies: REST, JSON, HTTPS
• Databases: MongoDB, MySQL, PostgreSQL
• Tools: JIRA, Confluence, Salesforce, Power BI, Slack, Zoom
• Methodologies: Agile, Scrum, Kanban
• Soft Skills: Communication, Problem-Solving, Troubleshooting, Customer Service, Teamwork, Adaptability
• Industry Terms: Identity Verification, eKYC, AML, Customer Success, Technical Support, Customer Escalation

📝 Enhancement Note: The interview process for the Senior Customer Escalation Engineer role is designed to assess the candidate's technical expertise, communication skills, and ability to handle complex customer issues. The portfolio review and technical challenge preparation tips are tailored to help candidates succeed in the interview process.

🛠 Technology Stack & Web Infrastructure

Customer Support & Success Tools:

• JIRA: Project management and issue tracking
• Confluence: Collaboration and knowledge management
• Salesforce: Customer Relationship Management (CRM)
• Power BI: Business intelligence and data visualization
• Slack: Team communication and collaboration
• Zoom: Video conferencing and webinars

Web & Mobile Technologies:

• REST: Web services architecture
• JSON: Data interchange format
• JavaScript, HTML, CSS: Web development
• Java, jQuery: Backend and server-side development
• Angular JS, React Native: Web and mobile application frameworks
• HTTPS: Secure communication protocol
• iOS, Android: Mobile operating systems
• Flutter: Cross-platform mobile app development framework

📝 Enhancement Note: Jumio's technology stack is designed to support the company's mission to eradicate online identity fraud, money laundering, and other financial crimes. The Senior Customer Escalation Engineer will work with these tools and technologies to provide high-quality customer support and ensure the success of Jumio's enterprise customers.

👥 Team Culture & Values

Customer Success & Support Values:

• Integrity: Uphold Jumio's values and maintain a high level of ethical conduct in all customer interactions.
• Diversity: Embrace and celebrate the diversity of Jumio's global customer base, and foster an inclusive work environment.
• Empowerment: Take ownership of customer issues, propose solutions, and drive customer satisfaction through exceptional support.
• Accountability: Hold oneself accountable for managing customer escalations, meeting service level agreements (SLAs), and ensuring high-quality customer support.
• Leading Innovation: Stay up-to-date with industry trends, emerging technologies, and best practices in customer support and success.

Collaboration Style:

• Cross-Functional Integration: Work closely with various teams, including Customer Success, Engineering, Product, Sales, and Account Management, to handle internal questions, provide product education and training, and support enterprise customers.
• Code Review Culture: Contribute to Jumio's knowledge base, produce technical documentation, incident reports, and release notifications, ensuring high-quality customer support and continuous learning.
• Knowledge Sharing: Share technical expertise, best practices, and lessons learned with team members, fostering a culture of continuous improvement and growth.

📝 Enhancement Note: Jumio's customer success and support values are designed to ensure high-quality customer interactions, drive customer satisfaction, and contribute to the company's overall success. The Senior Customer Escalation Engineer will play a crucial role in upholding these values and fostering a positive work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Complex Customer Issues: Manage escalations from enterprise customers, requiring in-depth technical knowledge and problem-solving skills.
• Emerging Technologies: Stay up-to-date with industry trends and emerging technologies, adapting Jumio's customer support strategies to meet the evolving needs of enterprise customers.
• Performance Optimization: Continuously improve Jumio's customer support processes, optimizing performance, and enhancing the customer experience.
• Cross-Team Collaboration: Work effectively with various teams, including Customer Success, Engineering, Product, Sales, and Account Management, to ensure seamless customer support and successful project delivery.

Learning & Development Opportunities:

• Technical Skill Development: Expand technical expertise in web and mobile technologies, customer support strategies, and emerging technologies through training, workshops, and online resources.
• Leadership & Mentoring: Develop leadership skills, mentoring junior team members, and contributing to the growth and success of Jumio's Global Product Support team.
• Architecture & Decision-Making: Influence architectural decisions and contribute to the overall direction of Jumio's technical support and customer success strategies, driving innovation and continuous improvement.

📝 Enhancement Note: The Senior Customer Escalation Engineer role presents unique challenges and growth opportunities, allowing the successful candidate to drive customer satisfaction, contribute to Jumio's success, and grow both personally and professionally.

💡 Interview Preparation

Technical Questions:

• Web Technologies: Demonstrate a strong understanding of web and mobile technologies, including REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, React Native, Flutter, iOS, and Android.
• Troubleshooting & Problem-Solving: Showcase the ability to analyze and troubleshoot complex customer issues, reproduce problems, and propose effective solutions.
• Customer Success & Support: Highlight experience in customer success, technical support, or a related field, emphasizing the ability to handle escalations, manage customer expectations, and drive customer satisfaction.

Company & Culture Questions:

• Jumio's Products & Services: Demonstrate a strong understanding of Jumio's products, services, and industry-specific terminology, showcasing the ability to contribute to the company's success.
• Agile Methodologies: Explain experience working in an agile environment, collaborating with cross-functional teams, and delivering high-quality products and services.
• Customer Focus: Emphasize the importance of customer satisfaction, customer success, and the ability to manage customer expectations in a dynamic and global work environment.

Portfolio Presentation Strategy:

• Case Studies: Highlight successful customer escalation management case studies, demonstrating the ability to handle complex customer issues and propose effective solutions.
• Technical Documentation: Include examples of technical documentation, incident reports, or release notifications created for previous roles, showcasing the candidate's attention to detail and commitment to quality.
• Problem-Solving & Troubleshooting: Emphasize the candidate's problem-solving skills, technical expertise, and ability to work effectively under pressure, handling complex customer issues and proposing effective solutions.

📝 Enhancement Note: The interview preparation tips and strategies are designed to help the Senior Customer Escalation Engineer candidate succeed in the interview process, showcasing their technical expertise, communication skills, and ability to handle complex customer issues.

📌 Application Steps

To apply for this Senior Customer Escalation Engineer position at Jumio:

1. Submit Application: Visit jumio.com/careers and search for the "Senior Customer Escalation Engineer" role in Bangalore, Karnātaka, India. Submit your application through the application link provided.
2. Prepare Portfolio: Tailor your portfolio to highlight successful customer escalation management case studies, technical documentation, and other relevant examples that demonstrate your problem-solving skills, technical expertise, and ability to handle complex customer issues.
3. Optimize Resume: Highlight your experience in customer success, technical support, or a related field, emphasizing your ability to manage customer escalations, propose solutions, and drive customer satisfaction. Include relevant web and mobile technologies, customer support strategies, and other relevant skills.
4. Prepare for Technical Assessment: Brush up on web and mobile technologies, troubleshooting and problem-solving exercises, and familiarize yourself with Jumio's products, services, and industry-specific terminology.
5. Research Jumio: Learn about Jumio's mission, values, and company culture, emphasizing your commitment to customer success, technical support, and driving the company's overall success.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with Jumio before making application decisions.