1 day ago
Vancouver, CanadaMid Level
Responsibilities
- Set up complex technical integrations with customers’ and partners’ developers, architects, business analysts, and support personnel.
- Resolve customer technical inquiries and troubleshoot bugs and defects raised through the Service Desk or virtual channels.
- Collaborate with Product and Engineering teams using JIRA and Slack to report reproducible bugs.
- Guide customers in understanding Glia’s capabilities and implementing technical best practices.
- Work with Engineering, Product Management, and Customer Success to identify solutions.
- Communicate complex technical issues effectively to technical and non-technical audiences.
Requirements
- At least 2 years of experience in software development, technical support/service, support engineering, or a related field.
- Knowledge of RESTful technology, APIs, and troubleshooting cloud solutions.
- Understanding of technology stacks common to the Web ecosystem.
- Strong customer empathy and ability to guide customers through complex technical solutions.
- Excellent English reading, listening, and writing skills.
- Ability to communicate complex issues clearly and address customer concerns professionally and diplomatically.
- Bachelor’s degree in Software Engineering, Computer Science, or equivalent.
- Preferred experience troubleshooting network connectivity issues and understanding TCP/UDP, SSL/TLS, WebRTC, and other web technologies.
- Preferred experience with communications or telecommunications technology.
- 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.
- Team events including annual awards, internal hackathons, and other events.
- Work with an internationally diverse team 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.