Experienced Customer Escalation Engineer – Technical Support and Customer Success Expert for Enterprise Clients at blithequark

Introduction to blithequark Imagine being part of a dynamic team that is revolutionizing the way businesses approach online identity verification, eKYC, and AML solutions. At blithequark, we are dedicated to eradicating online identity fraud, money laundering, and other financial crimes, making the internet a safer place for everyone. Leveraging cutting-edge technologies like AI, biometrics, machine learning, liveness detection, and automation, we create trusted solutions that are respected by industry thought leaders and used by leading brands worldwide. Job Overview We are seeking an experienced and driven Customer Escalation Engineer to join our Global Product Support team. As a subject matter expert on blithequark's solutions, you will play a critical role in supporting our enterprise customers, handling customer escalations, and proposing effective solutions. This is an exciting opportunity for a proactive, high-energy, motivated, and excellent communicator who is confident, detail-oriented, and committed to excellence. Role Value Proposition As a Customer Escalation Engineer at blithequark, you will be the go-to expert for our customers and internal stakeholders, providing top-notch technical support, product education, and training. You will have a proven track record of solving complex problems, analyzing and troubleshooting issues, and delivering results-driven solutions. Your excellent communication skills, both written and verbal, will enable you to effectively collaborate with cross-functional teams, including Customer Success, Engineering, Product, Sales, and Account Management. Key Responsibilities Provide exceptional technical support to enterprise customers, handling internal questions, and delivering product education and training to ensure seamless integration and usage of blithequark's solutions. Efficiently manage and resolve technical support cases, ranging from basic user queries to complex issues requiring in-depth technical knowledge, ensuring timely and effective solutions. Analyze and troubleshoot problems experienced by customers, reproducing issues, and responding with solutions, demonstrating a strong analytical and problem-solving mindset. Manage technical issues and escalations to completion, working collaboratively with internal stakeholders, and periodically working standby hours as required. Perform technical certifications of customer integrations before launch, ensuring smooth deployment and minimizing potential issues. Collaborate with cross-functional agile teams, including developers, operations, product owners, and other key stakeholders, to drive continuous improvement and innovation. Contribute to the development of blithequark's internal and external Knowledge Base, producing technical documentation, incident reports, and release notifications to enhance customer success and internal knowledge sharing. Essential Qualifications and Experience At least 3-5 years of experience in a customer-facing Technical Support, Technical Account Management, or Customer Success role, with a proven track record of delivering exceptional customer experiences. BA/BS/MS in Computer Science, Management Information Systems, or a similar degree, demonstrating a strong foundation in technical principles and practices. Excellent technical communication skills, with the ability to provide clear, concise, and compelling technical explanations to both business and technical audiences. Strong troubleshooting and problem-solving skills, with a keen analytical mind and a passion for identifying and resolving complex technical issues. Proactive and forward-thinking, with the ability to identify areas for improvement in workflows and efficiencies, driving continuous innovation and growth. Experience handling customer escalations, providing frequent updates, and presenting findings to key account contacts, demonstrating strong communication and interpersonal skills. Knowledge of Web and mobile technologies, including REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, HTTPS, iOS, Android, React Native, or Flutter, with a willingness to learn and adapt to new technologies. Ability to multitask and work in a fast-paced environment, prioritizing tasks, and managing multiple projects simultaneously. Team player with a strong work ethic, who is also able to work independently, with a vested interest in continuous personal development and growth. Enjoy working in a multicultural and geographically diverse organization, with a passion for collaboration and knowledge sharing. Preferred Qualifications and Experience Experience with JIRA, Confluence, Salesforce, and Power BI, with a strong understanding of project management tools and practices. Experience troubleshooting and certifying API, Web, and Android/iOS Mobile SDK implementations, with a deep understanding of technical integration and deployment. Availability for standby hours when required, demonstrating flexibility and a commitment to ensuring seamless customer support. Skills and Competencies Strong technical skills, with a deep understanding of software development, deployment, and integration. Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams and communicate complex technical concepts to non-technical stakeholders. Strong analytical and problem-solving skills, with a passion for identifying and resolving complex technical issues. Proactive and forward-thinking, with a commitment to continuous innovation and growth. Ability to work in a fast-paced environment, prioritizing tasks, and managing multiple projects simultaneously. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Escalation Engineer, you will have access to a range of training and development opportunities, including technical certifications, workshops, and conferences. You will also have the opportunity to work with a talented team of professionals, collaborating on complex projects and sharing knowledge and expertise. Work Environment and Company Culture Our company culture is built on the values of Integrity, Diversity, Empowerment, Accountability, and Leading Innovation. We believe in fostering a collaborative and inclusive work environment, where employees feel valued, respected, and empowered to contribute their best work. Our team is passionate about making a positive impact, and we are committed to creating a workplace that is dynamic, supportive, and fun. Compensation, Perks, and Benefits We offer a competitive compensation package, including a salary, benefits, and perks that are designed to attract and retain top talent. Our benefits package includes health insurance, retirement savings, and paid time off, as well as access to a range of wellness programs and employee discounts. Conclusion If you are a motivated and experienced technical support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Escalation Engineer at blithequark, you will have the chance to work with a talented team of professionals, collaborate on complex projects, and contribute to the growth and success of our company. Don't miss out on this opportunity to join a dynamic and innovative team and take your career to the next level. Apply now to become a part of the blithequark team!