Product Support Engineer

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