Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology... magical moments happen.
The role
Quick Quiz:
✓ Are you energized by building high-performing technical teams from the ground up?
✓ Are you passionate about developing minds to solve complex technical challenges?
✓ Do you excel at creating teams that blend technical depth with customer-centricity?
This opportunity is more than just a management role – it's a chance to play a pivotal role in launching Glia's newest global office. As Manager of our Mexico Client Engineering team, you'll build and lead our first technical support engineering team in the region. Your team will become the technical backbone ensuring our enterprise customers' success with Glia's platform post-implementation, mastering both our technology and the art of technical problem-solving. With the right leadership, we see this team growing rapidly and becoming a cornerstone of our Glia’s technical operations.
You'll have the unique opportunity to:
• Shape Glia's Mexico City technical operations (and culture!) from the ground up
• Build and scale a high-performing technical support engineering team
• Create the processes and culture that will support rapid team growth
• Drive technical excellence as we expand our presence in the region
• Make your mark on a fast-growing global tech unicorn.
What you'll do
• Build and lead a high-performing, office-based, technical support engineering team
• Establish a culture of technical excellence and continuous learning
• Drive successful resolution of complex platform and configuration challenges
• Create robust processes for investigating and resolving technical issues
• Partner with Professional Services for smooth post-implementation transitions
• Ensure platform stability and optimal performance for enterprise customers
• Foster strong relationships with customer technical teams
Requirements
- 3+ years of experience in leadership product/technology support teams
- 5+ years of previous experience in technical support or other client-facing technical roles
- Willingness to work from the Mexico City office 5 days a week
- Willingness to work shifts in New York time (EST time zone UTC-5) to service our American clients on the East Coast
- Excellent reading, listening, and writing skills in English
- Good knowledge of RESTful technology, previous experience with APIs, and the ability to understand and troubleshoot issues with cloud solutions
- A firm understanding of the technology stacks common to the Web ecosystem
- High competency in communicating complex issues to both technical and non-technical audiences
- Ability to professionally and diplomatically address customer concerns and provide concise feedback
- Strong desire to deliver positive customer experiences by identifying their problems and guiding them through complex technical solutions
Bonus: - Experience supporting onboarding new members and creating new processes
- Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Understanding of WebRTC and other web technologies.
- Broad capabilities to troubleshoot server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS).
- Domain of Spanish
Benefits
- Competitive salary
- Professional development support (trainings, courses, conferences, books, etc)
- Access to all the latest tools and equipment you’ll need
- Sports compensation, reimbursement for therapy, counseling sessions
- Team events: annual employee awards, internal hackathons, and a dozen cool events from cooking to the Glia olympic games :)
- Diversity: 25 countries represented
*Glia is an equal-opportunity employer. Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.
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, visit our Recruitment Privacy Notice page or contact our talent team via [email protected]
*Want to know more about working at Glia? Check our Glia's Career FAQs
Top Skills
What We Do
Glia enables companies to deliver an in-person customer experience online. With a single line of code, companies can identify and engage their highest-value web visitors through video, voice, chat, and CoBrowsing to increase online conversions and improve customer support.
