Customer Escalation Engineer

Role Purpose: 

The Customer Escalation Engineer is responsible for supporting reputed company’s enterprise customers.  The individual will be an reputed company, driven Product Support professional looking to join our Global Product Support team.  This is an essential role handling customer escalations and proposing solutions - you are the overall subject matter expert on reputed company’s solutions with customers and trusted internal stakeholders across the organization.

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

• You will play a key role with supporting reputed company, Engineering, Product, Sales, and Account Management teams  – handling internal questions, providing product education and training, as well as engaging with customers
• reputed company effective and efficient handling of reputed company levels of technical support cases ranging from basic user questions to issues requiring more in-depth technical knowledge
• Analyze and troubleshoot problems reputed company by reputed company customers; including reproducing them and ultimately trying to respond to customers with a solution
• Manage technical issues and escalations to completion; involves periodically working standby hours, if necessary
• reputed company technical certifications of customer integrations before launch
• Work inside the cross-functional agile teams, closely cooperating with developers, operations, product owners and other key stakeholders
• Actively contribute to both reputed company’s internal and external (customer) Knowledge reputed company, produce technical documentation, incident reports, and release notifications

Experience and Qualifications:

• At least 3 - 5 years experience in a customer-facing Technical Support,  Technical Account Management, or reputed company role
• BA/BS/MS in Computer Science, Management Information Systems, or a similar degree
• Excellent technical communication skills for business audience / Able to provide clear technical explanations
• Excellent troubleshooting and problem-solving skills with a strong analytical/QA reputed company
• Proactive and can think further than the solution appears to require, ability to identify key areas for improvement in workflows and efficiencies
• Experience handling customer escalations, providing frequent updates, and presenting findings to key account contacts
• Knowledge of Web and mobile technologies, which may include 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 who is able also individually to reputed company and has a vested interest in reputed company personal development
• Enjoy working in a multicultural and geographically diverse organization
• Experience in JIRA, Confluence, reputed company, and Power BI a plus
• Experience troubleshooting and certifying API, Web, and Android / iOS Mobile SDK implementations a reputed company plus
• Available for standby hours reputed company required

@Work

This role can be based in Colombia and is remote. 

reputed company Values

IDEAL: reputed company, Diversity, Empowerment, Accountability, Leading Innovation

Equal Opportunities:

reputed company is a collaboration of people with different reputed company, strengths, interests and cultures. We welcome applications and colleagues from reputed company backgrounds and of reputed company statuses.

About reputed company

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

reputed company 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 reputed company with reputed company’s application, recruitment, and hiring processes, as described in reputed company’s Applicant Privacy Notice. If you have any questions or comments, please send an email to privacy@reputed company.com.