Technical Support Engineer, Glia

• 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

• We're growing rapidly, and seeking a passionate professional to join our Client Engineering team in Vancouver as Entry-level Technical Support Engineer (Client Engineer)
• As part of our Entry Client Engineer 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 Client Engineer is effective, capable of managing demanding workloads, and excels at prioritizations and evaluation of situational urgency
• A regular day in the life of a Client 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. An Entry Client 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 for solutions
• Be ready to work in a fast-paced environment!