5 hours ago
Vancouver, CanadaMid Level
Responsibilities
- Set up and support complex technical integrations with customers’ and partners’ technical teams.
- Resolve customer technical inquiries and troubleshoot bugs and defects raised through the Service Desk or virtual channels.
- Collaborate with Product and Engineering using JIRA tickets to report reproducible bugs.
- Explain Glia’s capabilities and guide customers toward secure, scalable, and seamless implementation best practices.
- Collaborate with Engineering, Product Management, and Customer Success to find solutions.
Requirements
- At least 2 years of experience in software development, customer support/service, support engineering, or a related field.
- Strong customer empathy and the ability to guide customers through complex technical solutions.
- Excellent English reading, listening, and writing skills.
- Good knowledge of RESTful technology and prior experience with APIs and troubleshooting cloud solutions.
- Firm understanding of technology stacks common to the Web ecosystem.
- Ability to communicate complex issues to technical and non-technical audiences and address customer concerns professionally.
- Bachelor’s degree in Software Engineering, Computer Science, or equivalent.
- Preferred: experience troubleshooting network connectivity issues and knowledge of TCP/UDP, SSL/TLS, WebRTC, and other web technologies.
- Preferred: communications or telecommunications technology experience.
- Preferred: ability to troubleshoot server-side code in C#, Java, Node.js, Ruby, or PHP and client-side code in JavaScript, Android, or iOS.
Benefits
- Competitive salary and stock options.
- Professional development support, including trainings, courses, conferences, and books.
- Access to the latest tools and equipment needed for the role.
- Sports compensation and reimbursement for therapy and counseling sessions.
- Annual employee awards, internal hackathons, and other team events.
- Mexico City-based role with team collaboration across a company representing 25 countries.
Tech Stack
Categories
Solutions Engineering
About Glia
Glia builds a SaaS platform for banks and credit unions that unifies voice and digital customer interactions and adds banking-trained AI agents. Its products include a Banking AI Operating System plus co-browsing, chat, and voice tools that integrate with core systems and contact centers. Founded in 2012 and headquartered in New York, the privately held company sells to financial institutions in multiple markets.