Role Purpose:
The Product Support Engineer II is responsible for supporting Jumio’s global enterprise customers in a SaaS environment. The individual will be an experienced, driven Product Support professional looking to join our Global Product Support team. This is an essential customer-facing role handling technical escalations, troubleshooting issues, and supporting API/Web/SDK integrations. You will act as a subject matter expert on Jumio’s solutions for both 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, enjoy solving problems, and know the importance of precision in customer support. You thrive in a fast-paced, multicultural environment, are comfortable working in EMEA timings, and have a proven track record of delivering customer satisfaction through technical troubleshooting and problem-solving.
Example Responsibilities:
- Play a key role supporting Customer Success, Engineering, Product, Sales, and Account Management teams – handling internal questions, providing product education and training, as well as engaging with customers
- Perform effective and efficient handling of technical support cases ranging from basic user questions to complex integration issues requiring in-depth technical knowledge
- Analyze and troubleshoot technical problems experienced by Jumio customers, including reproducing issues and providing solutions or workarounds
- Manage technical escalations to completion and provide frequent updates to customers and internal stakeholders
- Perform technical certifications of customer API, Web, and SDK integrations before launch
- Contribute actively to Jumio’s Knowledge Base (internal and external), producing technical documentation, incident reports, and release notifications
- Use reporting and analytics tools (e.g., Power BI, Excel) to track and report performance metrics, identify patterns, and drive improvements
- Work cross-functionally with developers, operations, product owners, and other stakeholders in agile environments
- Document technical processes, troubleshooting steps, and customer interactions in a clear, structured manner
Experience and Qualifications:
- 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 for business audiences – able to provide clear technical explanations to non-technical stakeholders
- Self-organized, well-structured, and able to manage multiple tasks while maintaining attention to detail
- Experience with reporting tools (e.g., Power BI, Excel with pivot tables, advanced formulas) for performance tracking and analysis
- Experience with helpful tools such as JIRA, Salesforce, Confluence, or similar platforms
- Customer escalation handling experience with frequent communication and progress updates
- Knowledge of web and mobile technologies, which may include 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 interested in continuous personal development
Comfortable working EMEA timings and available for standby hours when required
Great To Have:
- Experience troubleshooting and certifying API, Web, and Mobile SDK integrations
- Familiarity with analytics platforms beyond Power BI (for example, Tableau or similar)
- Background in Identity Verification or related SaaS businesses
BA/BS/MS in Computer Science, MIS, or a related field
Key Characteristics and Attitudes:
In a recent global survey these attributes were valued by Jumios in all locations and functions - we firmly believe in hiring for attitude as well as skill.
- Friendly and supportive
- Adaptable and flexible
- Articulate and persuasive
- High IQ and EQ
- Curious and coachable
- Commercially Aware
- Resilient and tenacious
- Big picture and the detail
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].
