Client Engineer (Vancouver)

Glia • Vancouver, BC

3d • Onsite

About The Position

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. We're also certified as a Great Place to Work, with 98% employee satisfaction. We're growing rapidly, and seeking a passionate professional to join our Client Engineering team in Vancouver as Client Engineer. As part of our Entry Client Engineer Team, you'll help our customers to 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 Client Engineer is effective, capable of managing demanding workloads, and excels at prioritizations and evaluation of situational urgency.

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 Haves

• 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)

Responsibilities

• Resolving technical inquiries with our customers and partners, helping them achieve their goals through Glia’s 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 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
• Be ready to work in a fast-paced environment!

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 :)
• Diversity: 25 countries represented

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level