Associate, Client Engineer (Vancouver)

As part of the Entry Client Engineer Team, you'll help customers resolve complex technical problems, providing proactive guidance, and adding value through the use of Glia's technologies. You'll deliver recommendations to make customers' integrations secure, scalable, and seamless. A Client Engineer is effective, capable of managing demanding workloads, and excels at prioritization and evaluation of situational urgency.

Responsibilities

Works with 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 clients by conducting effective troubleshooting on bugs and defects raised via the Service Desk or virtual channels; Helps customers 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; Resolves technical inquiries with customers and partners, helping them achieve their goals through Glia's Digital Customer Service platform while maintaining high standards

Requirements

2+ years in software development, technical support/service, support engineering, or related; Good knowledge of RESTful technology, previous experience with APIs, and the ability to understand and troubleshoot issues with cloud solutions; 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; 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

Nice to have

Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS; Understanding of WebRTC and other web technologies; Experience with communications/telecommunications technology; Broad capabilities to troubleshoot server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS)

Benefits

Competitive salary and stock options; Professional development support (trainings, courses, conferences, books, etc); Access to all the latest tools and equipment needed; Sports compensation, reimbursement for therapy, counseling sessions; Team events: annual employee awards, internal hackathons, and team events such as cooking and the Glia olympic games; Diversity: 25 countries represented