Client Engineer (Vancouver)

About Glia

Glia is the leading AI customer service solution for banks and credit unions. Our platform unifies AI and human agents across every voice and digital conversation through our proprietary ChannelLess Architecture. With AI for All organizations overcome the tradeoff between efficiency and experience by using AI to automate conversations and elevate service operations.

Valued at over $1 billion and named a Deloitte Technology Fast 500 company for five consecutive years Glia powers over 700 financial institutions and maintains an industry-leading 72 NPS. Were also certified as a Great Place to Work with 98% employee satisfaction.

Were growing rapidly and seeking a passionate professional to join our Client Engineering team in Vancouver as Client Engineer.

The Role:

As part of our Entry Client Engineer Team youll help our customers to resolve complex technical problems providing proactive guidance and adding value through the use of Glias technologies. Youll deliver recommendations to make our customers integrations secure scalable and seamless. A Client Engineer is effective capable of managing demanding workloads and excels at prioritizations and evaluation of situational urgency.

What youll do:

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 Glias 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 Glias 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!

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

• Bachelors Degree in Software Engineering Computer Science or equivalent

Bonus:

• 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 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 youll 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 uses @ and @ email addresses for coordinating interviews providing updates and sending documents.

Our hiring process involves an introduction practical and team interviews and a decision and offer. For more information visit our Recruitment Privacy Notice page or contact our talent team via

Required Experience:

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