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.
We're growing rapidly, and seeking a passionate professional to join our Technical support (Client Engineering) team in Mexico City as a Senior Technical Support Engineer.
The role
As part of our Client Engineering team, you'll help our customers to resolve complex technical problems, providing proactive guidance, and adding value through the use of Glia’s technologies. You’ll deliver recommendations to make our customer’s integrations secure, scalable, and seamless. A Senior Technical Support Engineer is effective, capable of managing demanding workloads, and excels at prioritization and evaluation of situational urgency.
What you'll do
A regular day in the life of a Senior Technical Support Engineer at Glia consists of resolving technical inquiries with our customers and partners, helping them achieve their goals through Glia’s Digital Customer Service platform while maintaining high standards. A Senior Technical Support Engineer at Glia:
- Works with our customers' and partners' developers, architects, business analysts, and support personnel to set up complex technical integrations.
- Collaborates with the Glia Product and Engineering teams using JIRA tickets, to report reproducible bugs, and Slack
- Provides support to our clients by conducting effective troubleshooting on bugs and defects raised via our Service Desk or virtual channels.
- Helps our customers to understand the finer points of Glia’s capabilities and influences them to implement best practices.
- Interacts collaborates, and networks with Engineering, Product Management, and Customer Success in search of solutions
Requirements
- 4-6 years of previous experience in technical support or other client-facing technical roles
- Willingness to work from Glia’s 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.
