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 Engineering team in Mexico City as a Technical Support Engineer.**The Role**:As part of our CE 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 Client Engineer is effective, capable of managing demanding workloads, and excels at prioritizations and evaluation of situational urgency.**What you’ll do**:A regular day in the life of a Client 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. An Entry Client 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 for solutions- Be ready to work in a fast-paced environment**Requirements**:- 2+ years of experience in technical support- Willingness to work shifts in New York time (EST time zone UTC-5) to service our American clients on the east coast.- 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**Bonus**:- 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**- Exciting, dynamic and rapid growth environment- Collaborative culture with autonomy and purpose- Incredible mentors & investors that are an active part of the company- Team events including nights out and team travel- Diversity: 18 languages and 10 countries represented- Competitive base salary & benefits- Participation in the employee option pool- _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._