Product Support Engineer - II

Role Purpose: 

Jumio is seeking a driven Product Support Specialist II, looking to join our Jumio Product Support team, based in Malaysia. As an individual contributor, reporting to the Manager, Jumio Technical Support, you will get the chance to work within an international startup as part of a small team where each and every member’s opinion matters. We have offices in Sunnyvale CA, London, Vienna, Singapore, Linz and India.

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:

• Take ownership of common customer issues reported and see problems through to resolution.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Provides prompt and accurate feedback to customers.
• Oversee and manage open support tickets to ensure ongoing customer communication.
• Follows standardized procedures for proper escalation of unresolved issues to the Second Level Support team.
• Help in resolving escalated customer complaints.
• Develop customer relationships through professional interactions.
• Actively contribute to both Jumio’s internal and external (customer) knowledge base.

Experience and Qualifications:

• Minimum 2-4 years experience in a technical support role preferred.
• Ability to troubleshoot more complex issues.
• Excellent written and verbal communication and interpersonal skills.
• Fluent in English & Mandarin
• Good troubleshooting and problem-solving skills with a strong analytical/QA mindset.
• Knowledge of Web technologies (e.g. REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, HTTPS) is a plus.
• Ability to multi-task and work in a fast-paced environment.
• Excellent analytical, quality and conceptual skills.
• Enjoy working in a multicultural and geographically diverse organization.
• Available for standby hours when required.

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