Entry-Level Technical Support Engineer, Glia

• Must be located in Vancouver, BC, and willing to work from the office
• Strong customer empathy. Desire to deliver positive, delightful customer experiences by identifying their problems and guiding them through complex technical solutions
• 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
• Bachelor's Degree in Software Engineering, Computer Science or equivalent

Desirable

• As part of our Technical Support Engineering Team, you'll help our customers 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
• An Entry-Level Technical Support Engineer is effective, capable of managing demanding workloads, and excels at prioritization and evaluation of situational urgency
• A regular day in the life of a 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
• 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
• Be ready to work in a fast-paced environment!