Technical Support Engineer

About Glia

Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology... magical moments happen.

We're growing rapidly, and seeking a passionate professional to join our Client Technical Support team in Vancouver as a Technical Support Engineer.
Please note that this role is office-based.

The Role

As part of our Technical Support Engineering Team, you'll help our customers 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 Technical Support Engineer is effective, capable of managing demanding workloads, and excels at prioritization and evaluation of situational urgency.

The salary range is 60000 - 75000 CAD annually.

What you'll do

A regular day in the life of a Technical Support 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.

A Technical Support 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 of solutions

Tech you will be working with

Jira, QuickSight, Salesforce.
Zoom for internal and external communications
Web Technologies including REST APIs, WebRTC, Web Sockets
Mobile technologies including Swift, Java, Kotlin
Telephony and media streaming technologies

Requirements

Must be located in Vancouver, BC, and willing to work from the office.
2+ years of experience in technical support
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.
Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and the basics of SSL/TLS. Understanding of WebRTC and other web technologies.
Experience troubleshooting client-side web technologies (Javascript, HTML, CSS etc), server-side code (C#, Java, Node.js, Ruby, or PHP), and mobile apps (Android, iOS).
Bachelor's Degree in Software Engineering, Computer Science or equivalent

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 :)
Generous referral bonuses
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 is using only glia.com mailboxes for coordinating interviews, providing updates and sending documents. Our hiring process involves an introduction, and practical and team interviews, followed by a decision and offer. For more information, visit our Recruitment Privacy Notice page or contact our talent team via talent@glia.com

*Want to know more about working at Glia? Check our Glia's Career FAQs

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94% of employees at Glia say it is a great place to work compared to 54% of employees at a typical U.S.-based company.

Source: Great Place to Work® 2023 Global Employee Engagement Study.

100%

Our customers would rate the service we deliver as "excellent".

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When you join the company, you are made to feel welcome.

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I am treated as a full member here regardless of my position.

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People here are given a lot of responsibility.

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Our facilities contribute to a good working environment.

Learn More

What is Glia’s Mission?

To help businesses reinvent how they support customers in a digital world.

Customers should be able to engage with a brand from where they’re most comfortable and move seamlessly to other modes of communication as needed. Brands should be able to see the customer’s screen to instantly understand the customers’ point of view, and be their co-pilot to a satisfying experience.

Glia’s Digital Customer Service solution brings the in-person experience to all customer interactions - whether they start online or on the phone.