Remote Customer Escalation Engineer at Jumio — Columbus
Traveler-Friendly Insight
This role is officially listed as remote, based in Colombia, which suggests geographic restrictions to Colombia rather than a fully location-independent position. Digital nomads should be aware that Jumio explicitly anchors this role to Colombia, likely for payroll, compliance, or timezone reasons — so a tourist visa in Bali or a nomad visa in Portugal may not satisfy the employment terms.
Timezone considerations: Colombia operates on COT (UTC-5), which aligns well with US Eastern and Central time zones. If you're based in Colombia, neighboring LATAM countries in similar timezones (like Ecuador, Peru, or Panama) could potentially work logistically, but verify contractual requirements first.
The role includes standby/on-call coverage, which is a significant constraint for nomadic lifestyles — you'll need a reliable internet connection at all times, and spontaneous travel across time zones becomes complicated.
- Visa note: Colombia's digital nomad visa ("Nómada Digital") allows remote workers to live and work legally in Colombia — ideal if you want to establish a base there.
- No salary disclosed, making cost-of-living comparisons difficult. However, a Colombia-based tech support role may be benchmarked against LATAM market rates.
- No travel perks, coworking stipend, or equipment budget are mentioned in the posting.
Bottom line: this role suits remote workers already based or willing to relocate to Colombia, not a globally flexible nomad setup.
Headquarters: Colombia (remote)
Role Purpose
The Customer Escalation Engineer supports Jumio's enterprise customers by owning complex technical issues through resolution. This person serves as a product support subject matter expert for Jumio's web, mobile, API, and SDK-based solutions, partnering closely with Customer Success, Engineering, Product, Sales, and Account Management to investigate escalations, reproduce issues, communicate findings, and drive customer-impacting problems to closure.
Role Value
This role is critical to ensuring enterprise customers receive timely, accurate, and high-quality technical support. The Customer Escalation Engineer combines strong troubleshooting skills, customer communication, and product knowledge to resolve escalations, improve customer experience, reduce recurring issues, and provide actionable feedback to internal teams.
Responsibilities
- Serve as an escalation point for complex customer technical issues involving Jumio's web, mobile, API, and SDK-based products.
- Analyze, troubleshoot, and reproduce customer-reported issues, identifying root cause and working toward resolution.
- Manage technical issues and escalations through completion, including customer updates and internal coordination.
- Perform technical certifications of customer API, web, and Android/iOS mobile SDK integrations before launch.
- Partner cross-functionally with Customer Success, Engineering, Product, Sales, and Account Management to answer technical questions, provide product guidance, and support customer outcomes.
- Work within cross-functional agile teams, collaborating closely with developers, product owners, operations, and other stakeholders.
- Contribute to Jumio's internal and external knowledge base by producing technical documentation, troubleshooting guides, incident reports, and release notifications.
- Participate in standby coverage when required.
Experience and Qualifications
- 3–5 years of experience in a customer-facing Technical Support, Technical Account Management, Customer Escalation, or technically focused Customer Success role.
- Experience handling customer escalations, providing frequent updates, and presenting findings to key account contacts.
- Strong troubleshooting and problem-solving skills with an analytical / QA mindset.
- Knowledge of web and mobile technologies, which may include REST, JSON, JavaScript, HTML, CSS, Java, jQuery, AngularJS, HTTPS, iOS, Android, React Native, or Flutter.
- Experience troubleshooting or certifying API, web, and Android/iOS mobile SDK implementations strongly preferred.
- Excellent technical communication skills for a business audience, with the ability to provide clear technical explanations.
- Ability to manage multiple priorities in a fast-paced environment.
- Proactive mindset with the ability to identify areas for improvement in workflows, support processes, and product experience.
- Team-oriented, self-motivated, and invested in continuous personal development.
- Comfortable working in a multicultural and geographically distributed organization.
- Experience with Jira, Confluence, Salesforce, and Power BI a plus.
- Availability for standby hours when required.
@Work:
This role can be based in Colombia and is remote.
Jumio Values:
IDEAL: Integrity, Diversity, Empowerment, Accountability, Leading Innovation
Equal Opportunities:
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.
Applicant Data Privacy
We will only use your personal information in connection with Jumio's application, recruitment, and hiring processes, as described in Jumio's Applicant Privacy Notice. If you have any questions or comments, please send an email to [email protected].
To apply: https://weworkremotely.com/remote-jobs/jumio-customer-escalation-engineer
Frequently Asked Questions
Is this role fully remote or does it require being in an office?
What technical skills are required for this Customer Escalation Engineer role?
Does this role require on-call or standby availability?
What is the salary for this position?
What industries does Jumio serve, and why does that matter for this role?
