Manager of Technical Support Engineering, Glia
CA$90-130k
+ Stock options
5 days a week in office
AI-based customer service platform
Open for applications
AI-based customer service platform
201-500 employees
Open for applications
CA$90-130k
+ Stock options
5 days a week in office
201-500 employees
Company mission
To help businesses reinvent how they support customers in a digital world.
Role
Who you are
- 3+ years of experience in leadership product/technology support teams
- 5+ years of previous experience in technical support, implementations engineering or other client-facing technical roles
- Willingness to work from the Vancouver office 5 days a week
- Good knowledge of RESTful technology, previous experience with APIs, and the ability to understand and troubleshoot issues with cloud solutions
- Excellent reading, listening, and writing skills in EnglishA 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
- Experience supporting onboarding new members and creating new processes
Desirable
- 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
What the job involves
- This opportunity is more than just a management role – it's a chance to play a pivotal role in Glia Vancouver office
- As Manager of our Vancouver Client Engineering team, you'll build and lead our largest technical support engineering team in the Americas
- You'll ensure our enterprise customers' success with Glia's platform post-implementation by mastering both our technology and the art of technical problem-solving
- Develop a high-performing technical support engineering team
- Create the processes and culture that encourage rapid skills growth and career advancement
- Drive technical excellence necessary to meet our clients’ most complex technical challenges
- Make your mark on a fast-growing global tech unicorn
- 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
Our take
Relationships between credit unions and their members are essential in aiding the process of securing new customers, solving transaction disputes, and maintaining accounts. However, legacy computer systems and outdated communication channels, such as automated phone services, are preventing this.
Glia provides an integrated customer support platform for financial services that provides communication channels in the form of video banking, instant messaging, and voice chat. AI-assisted virtual assistants are also provided as part of the plan, providing prompts and suggestions to support staff based on the on-screen scenario.
The startup has reached unicorn status in 2022 with a valuation of $1 billion, and more than 250 banks, credit unions, insurance companies, and other financial services businesses currently use its tools. Its funding is being channelled into research and development to build more tools leveraging artificial intelligence - including an AI platform for financial institutions - and analytics solutions.
Steph
Company Specialist at Welcome to the Jungle
Insights
20% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2022
$45m
SERIES D
Jan 2021
$78m
SERIES C
Total funding: $152m
Company benefits
- Gym & wellness support
- High-Growth Environment
- Lots of Office Snacks
- Great Healthcare and Vision
- Amazing Community
Company HQ
Flatiron District, New York, NY
Leadership
Justin DiPietro
(CSO)Previously a strategy consultant at Accenture for 2 years.
Daniel Michaeli
(CEO)Previously a Consultant at Accenture. Currently hosts CX Show, a talk radio show about customer experience.
Carlos Paniagua
(CTO)Worked in various software development roles before spending 2 years as a cloud computing researcher at Tartu University in Estonia whilst completing an MSc.
Salary benchmarks
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