Client Engineer

About Glia

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 Mexico City as Client Engineer.

The Role

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.

What You’ll Do

• Resolve technical inquiries with customers and partners to achieve their goals through Glia’s Digital Customer Service platform.
• Work with customer and partner developers, architects, business analysts, and support personnel to set up complex technical integrations.
• Collaborate with Glia Product and Engineering teams via JIRA tickets to report reproducible bugs.
• Provide support to clients by conducting effective troubleshooting on bugs and defects.
• Help customers understand Glia’s capabilities and influence them to implement best practices.
• Interact, collaborate, and network with Engineering, Product Management, and Customer Success to find solutions.
• Be ready to work in a fast-paced environment!

Requirements

• 4+ years in software development, customer support/service, support engineering, or related fields.
• Strong customer empathy and desire to deliver positive customer experiences.
• Excellent reading, listening, and writing skills in English.
• Good knowledge of RESTful technology, previous experience with APIs, and ability to troubleshoot cloud solutions.
• Firm understanding of common Web ecosystem technology stacks.
• 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 (TCP/UDP, SSL/TLS basics).
• Understanding of WebRTC and other web technologies.
• Experience with communications/telecommunications technology.
• Troubleshoot server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS).

Benefits

• Competitive salary and stock options.
• Professional development support (trainings, courses, conferences, books, etc.).
• Access to the latest tools and equipment.
• Sports compensation, reimbursement for therapy, counseling sessions.
• Team events: annual employee awards, internal hackathons, and other social events.
• Diversity: 25 countries represented.

Glia is an equal-opportunity employer.

The Glia Talent Acquisition team uses @glia.com and @gliatalent.com email addresses for coordinating interviews, providing updates, and sending documents.

Our hiring process involves an introduction, practical and team interviews, and a decision and offer. For more information, visit our Recruitment Privacy Notice page or contact our talent team via talent@glia.com

Key skills/competency

• Client Engineering
• Technical Support
• Software Development
• Customer Empathy
• API Integration
• Cloud Solutions
• RESTful Technology
• Web Technologies
• Troubleshooting
• Communication Skills