Associate, Client Engineer (Vancouver)

The role

You will resolve technical inquiries with customers and partners using Glia's Digital Customer Service platform. You will work with developers, architects, and business analysts to set up complex technical integrations.

What you will do

• 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 and Slack to report reproducible bugs.
• Provides support to clients by conducting effective troubleshooting on bugs and defects raised via Service Desk or virtual channels.
• Helps customers understand 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.

Required qualifications

• 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.
• 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 you’ll 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 :)

Before you apply

• Our hiring process involves an introduction, practical and team interviews, and a decision and offer.

About the company

Glia is the #1 Banking AI platform, empowering community and regional financial institutions. Its Banking AI Operating System is a central intelligence layer that activates an AI workforce of specialized agents.