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About talentflow
talentflow is a leading B2B technology company that is redefining online identity verification, eKYC, and AML solutions worldwide. Leveraging cutting‑edge AI, biometrics, machine learning, liveness detection, and automation, we empower enterprises across Financial Services, Travel, Sharing Economy, FinTech, Gaming, and many other sectors to protect themselves from fraud, money laundering, and other financial crimes. Our mission is simple yet ambitious: make the internet a safer place for everyone.
Why talentflow?
At talentflow, we believe that the best solutions are built by diverse, empowered teams that value integrity, accountability, and continuous innovation. Our culture is built on:
- Integrity – We act with honesty and transparency in every interaction.
- Diversity – We celebrate different perspectives and backgrounds.
- Empowerment – We give our people the tools and autonomy to succeed.
- Accountability – We take responsibility for our actions and outcomes.
- Leading Innovation – We push the boundaries of what’s possible.
We are a global, multicultural organization that thrives on collaboration across continents. Whether you’re in Colombia, the United States, Europe, or Asia, you’ll find a supportive community that values your growth and well‑being.
Role Purpose
The Senior Customer Escalation Engineer is a pivotal member of talentflow’s Global Product Support team. You will be the go‑to expert for our enterprise customers, handling high‑impact escalations, diagnosing complex technical issues, and delivering solutions that exceed expectations. Your deep product knowledge, analytical mindset, and customer‑centric approach will ensure that talentflow’s clients receive world‑class support and that our internal stakeholders have the insights they need to improve our products.
Key Responsibilities
- Cross‑Functional Collaboration – Partner with Customer Success, Engineering, Product, Sales, and Account Management to resolve escalated issues and provide product education and training to both internal teams and customers.
- Technical Support Excellence – Manage the full lifecycle of support cases, from basic user inquiries to intricate technical challenges that require in‑depth knowledge of talentflow’s solutions.
- Root Cause Analysis – Reproduce customer issues, conduct thorough investigations, and develop actionable solutions that address both the immediate problem and underlying causes.
- Escalation Management – Own the escalation process, ensuring timely communication, status updates, and resolution. Be prepared to work standby hours when necessary to support critical customers.
- Integration Certification – Perform technical certifications of customer integrations before launch, ensuring seamless onboarding and optimal performance.
- Agile Team Participation – Work within cross‑functional agile squads, collaborating closely with developers, operations, product owners, and other stakeholders to drive continuous improvement.
- Knowledge Base Contribution – Author and maintain technical documentation, incident reports, release notes, and other knowledge assets that empower both customers and internal teams.
Essential Qualifications
- 3–5 years of experience in a customer‑facing technical support, technical account management, or customer success role.
- Bachelor’s or Master’s degree in Computer Science, Management Information Systems, or a related field.
- Exceptional technical communication skills, capable of translating complex concepts into clear, business‑friendly language.
- Strong analytical and problem‑solving abilities, with a proven track record of troubleshooting and resolving technical issues.
- Proactive mindset – you anticipate challenges, identify improvement opportunities, and drive process enhancements.
- Experience handling escalations, providing regular updates, and presenting findings to key account stakeholders.
- Solid understanding of web and mobile technologies, including REST, JSON, JavaScript, HTML, CSS, Java, jQuery, AngularJS, HTTPS, iOS, Android, React Native, or Flutter.
- Ability to multitask and thrive in a fast‑paced, dynamic environment.
- Team player who also excels independently and is committed to continuous personal development.
- Comfortable working in a multicultural, geographically dispersed organization.
- Familiarity with JIRA, Confluence, Salesforce, and Power BI is a plus.
- Experience troubleshooting and certifying API, web, and mobile SDK implementations is a huge plus.
- Availability for standby hours when required.
Preferred Qualifications
- Experience in the identity verification or fintech space.
- Knowledge of compliance frameworks such as GDPR, CCPA, or AML regulations.
- Background in automation testing or continuous integration/continuous deployment (CI/CD) pipelines.
- Fluency in Spanish and English (or additional languages) to support our diverse customer base.
Skills & Competencies
- Technical Proficiency – Deep understanding of talentflow’s product stack and the ability to quickly learn new technologies.
- Customer Advocacy – Passion for delivering exceptional customer experiences and turning challenges into opportunities.
- Communication – Clear, concise, and persuasive communication across technical and non‑technical audiences.
- Collaboration – Strong interpersonal skills that foster teamwork and knowledge sharing.
- Adaptability – Comfortable navigating ambiguity and pivoting priorities as business needs evolve.
- Continuous Improvement – A mindset focused on process optimization, automation, and knowledge base enrichment.
Career Growth & Learning Opportunities
At talentflow, your career trajectory is shaped by your ambition and performance. As a Senior Customer Escalation Engineer, you will:
- Progress to a Lead Escalation Engineer or Technical Account Manager role, overseeing larger teams and more complex projects.
- Take ownership of product improvement initiatives, influencing roadmap decisions based on real‑world customer insights.
- Participate in cross‑departmental projects that span engineering, product, and sales, giving you a holistic view of talentflow’s operations.
- Access to ongoing training, certifications, and conferences to keep your technical and soft skills sharp.
- Mentor junior engineers, fostering a culture of knowledge sharing and professional growth.
Work Environment & Culture
Our remote, distributed model empowers you to work from anywhere while staying connected through daily stand‑ups, virtual workshops, and collaborative tools. You’ll be part of a supportive, high‑energy team that celebrates wins, learns from setbacks, and continuously pushes the envelope of innovation.
Compensation & Benefits
While specific figures vary by location and experience, talentflow offers a competitive salary package that includes:
- Base salary commensurate with market rates and your experience.
- Performance‑based bonuses and equity opportunities.
- Comprehensive health, dental, and vision insurance.
- Flexible paid time off and a generous holiday schedule.
- Professional development stipend and access to industry conferences.
- Well‑being programs, including virtual fitness classes and mental health resources.
- Technology stipend to support your home‑office setup.
Equal Opportunity Statement
talentflow is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds, identities, and experiences.
How to Apply
Ready to take the next step in your career? Click the link below to submit your application and join talentflow’s mission to make the internet safer for everyone.
About talentflow’s Privacy Notice
We respect your privacy. Your personal information will only be used in connection with talentflow’s application, recruitment, and hiring processes, as described in talentflow’s Applicant Privacy Notice. If you have any questions or comments, please email privacy@talentflow.com.
Closing
As a Senior Customer Escalation Engineer at talentflow, you will be at the forefront of delivering exceptional support to our enterprise customers, driving product excellence, and shaping the future of identity verification technology. If you are a proactive, detail‑oriented, and customer‑centric professional who thrives in a fast‑paced, collaborative environment, we encourage you to apply today and help us build a safer digital world.
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