Glia’s Manager of Client Engineering is responsible for leading a Client Engineering team located in Vancouver, Canada ensuring the seamless delivery of support services provided to our customers.

The Role:

Client Engineering Manager plays a key role in ensuring a successful function of the Client Engineering team in the organization. CE Manager’s main focus is the development and maintenance of a team of high-performing Client Engineers that are engaged and meet or exceed performance expectations. CE Manager reports directly to the Director of Client Engineering and manages an in-office team in Vancouver, British Columbia, Canada.

What you’ll do:

1. Team Leadership and Development:
• Recruit, train, and manage technical support engineers.
• Provide mentorship, coaching, and performance feedback to team members.
• Set clear goals and performance expectations for team members and foster a culture that supports Glia values.
2. Customer Support Strategy:
• Work closely with the Global Director of Client Engineering and other post-Sales leaders to develop and execute customer support strategies aligned with company objectives.
• Establish and monitor KPIs to measure team performance and customer satisfaction.
3. Process Improvement:
• Analyze support workflows and processes to identify areas for improvement and implement solutions.
• Ensure efficient incident handling, escalation, and resolution procedures.
4. Customer Advocacy:
• Act as a customer advocate within the organization, providing feedback and insights to cross-functional teams for product and process improvement.
5. Technical Expertise:
• Stay up-to-date with the latest trends and technologies related to our products and services.
6. Communication and Collaboration:
• Collaborate with cross-functional teams including Customer Success, Launch Management, Product Development, and Engineering to ensure a seamless customer experience.
• Communicate effectively with external parties to address inquiries, provide solutions, and gather feedback.
7. Reporting and Documentation:
• Prepare reports on team performance, customer feedback, and key support metrics as needed.
• Maintain comprehensive documentation of support processes, troubleshooting steps, and best practices.

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:

• 5+ years of experience in leading support teams focused on middle and enterprise-scale customers OR consulting experience at a top consultancy
• MBA preferred
• Clear communication both verbally and in writing
• Ability to thrive in a self-motivated fast-paced, ambiguous, and rapidly changing environment
• Experience creating and maintaining customer-specific playbooks, SOPs (standard operating procedures) and operating manuals
• Experience hiring, onboarding, and growing a support team 
• Ability to understand issues with SaaS and think through solutions.
• A firm understanding of the technology stacks common to the Web ecosystem.
• Must be located in (or be willing to relocate to) Vancouver, BC, and willing to work from the office.
• Willingness to adapt your schedule to meet with other CE teams.

Bonus

• Ability to assist in complex technical issue resolution, provide guidance to the team and act as an escalation point of contact for technical issues.
• 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).
• Interest in learning and supporting AI technologies.