Technical Support Engineer
Aera TechnologySalary not specified
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
TechnologyIndustries
Requirements
- 4+ years in software development, customer support/service, support engineering, or related
- 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
- Bachelor's Degree in Software Engineering, Computer Science or equivalent
Responsibilities
- 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
- Resolving technical inquiries with our customers and partners, helping them achieve their goals through Glia’s Digital Customer Service platform while maintaining high standards
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this role remote or based in an office?
The role is based in Mexico City and requires joining the Client Engineering team there.
What are the key requirements for this Client Engineer position?
Candidates need 4+ years in software development, customer support/service, support engineering or related, strong customer empathy, excellent English reading/listening/writing skills, good knowledge of RESTful technology/APIs/cloud solutions, understanding of web ecosystem technology stacks, high competency in communicating complex issues, and a Bachelor's Degree in Software Engineering, Computer Science or equivalent.
What is the salary or compensation for this role?
This information is not specified in the job description.
What kind of work environment can I expect at Glia?
You'll work in a fast-paced environment as part of the Entry Client Engineer Team, collaborating with customers, partners, Glia Product and Engineering teams, using tools like JIRA and Slack.
What makes a strong candidate for this Client Engineer role?
A strong candidate has the required 4+ years experience, strong customer empathy, excellent English communication skills, technical knowledge of RESTful APIs, web stacks, and cloud troubleshooting, plus bonus skills like network connectivity troubleshooting, TCP/UDP, SSL/TLS, WebRTC, or telecommunications experience.
Glia
Digital customer service solutions for banks
About Glia
Glia provides digital customer service solutions specifically designed for financial institutions like banks and credit unions. Their platform includes various tools such as messaging, video, voice, and CoBrowsing, which allows customer service agents to interact with a customer's web browser in real-time. This technology enables financial institutions to engage with customers across multiple digital channels, allowing seamless transitions between chat, video calls, and voice calls without losing context. Glia's goal is to enhance customer service efficiency and user experience, ultimately improving customer satisfaction and loyalty. Unlike competitors, Glia focuses on the financial services sector, offering a tailored service that helps institutions modernize their customer interactions and increase online loan applications. By providing these tools as a service, Glia aims to help financial institutions deliver personalized support and boost customer retention.
New York City, New YorkHeadquarters
2012Year Founded
$147.8MTotal Funding
SERIES_DCompany Stage
AI & Machine Learning, Financial ServicesIndustries
201-500Employees
Benefits
Stock Options
Professional Development Budget
Risks
Rapid AI adoption could lead to increased competition from new entrants.
Financial institutions may develop in-house digital customer service solutions.
Increasing regulatory scrutiny on AI and data privacy could raise compliance costs.
Differentiation
Glia's ChannelLess® architecture allows seamless transitions between communication channels.
Quality AnalystGPT provides real-time insights into customer needs and trends.
Glia's AI-driven solutions enhance customer experience and operational efficiency.
Upsides
Increased demand for AI-driven customer service in the financial sector.
Growing trend of integrating AI with customer service platforms.
Expansion of digital banking services boosts demand for Glia's solutions.
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