Responsibilities
- Set up complex technical integrations with customers’ and partners’ developers, architects, business analysts, and support personnel.
- Resolve technical inquiries and help customers achieve their goals using Glia’s Digital Customer Service platform.
- Report reproducible bugs to Product and Engineering using JIRA tickets and Slack.
- Troubleshoot bugs and defects raised through the Service Desk or virtual channels.
- Explain Glia’s capabilities and guide customers toward best-practice implementations.
- 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.
- Knowledge of RESTful technology, APIs, and troubleshooting cloud-solution issues.
- Strong understanding of technologies common to the web ecosystem.
- Ability to communicate complex technical issues to technical and non-technical audiences.
- Ability to address customer concerns professionally and diplomatically and provide concise feedback.
- Bachelor’s degree in Software Engineering, Computer Science, or equivalent experience.
- Preferred experience troubleshooting network connectivity issues and understanding TCP/UDP and SSL/TLS fundamentals.
- Preferred understanding of 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
- 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 employee awards, internal hackathons, and social events.
- Diversity across a team representing 25 countries.
Tech Stack
Categories
About Glia
Glia is the #1 Banking AI platform, empowering community and regional financial institutions to create efficiencies, accelerate loan growth, drive deposits, and deliver experiences that win against megabanks and fintechs. Glia's Banking AI Operating System is a central intelligence layer on top of existing tech stacks, activating an AI workforce of specialized agents that draw from banking data, interaction history, and integrated systems of record. These banking-trained agents automate workflows across voice and digital–from front office to back office–resulting in decreased operational costs and the Universal Banker model. Trusted by 700+ banks and credit unions for its ironclad security and reliability, Glia delivers the industry’s first contractual no-hallucination guarantee. It’s why Glia customers quickly and confidently put Banking AI to work with measurable results from day one.More information about Glia can be found at glia.com. **Note from our Talent Acquisition Team** The Glia Talent Acquisition team is using only glia.com mailboxes for coordinating interviews, providing updates and sending documents. Our hiring process involves an introduction, and practical and team interviews, followed by a decision and offer. For more information, contact our talent team via talent@glia.com.