Entry-level, Technical Support Engineer (Vancouver)

Glia Technologies, Inc.; Vancouver; On-site; CAD 50,000 - 70,000; Full time

Job summary

A technology solutions company in Vancouver is looking for an Entry-level Technical Support Engineer. The role involves resolving technical inquiries and supporting customers with Glia’s technologies. The ideal candidate will have a Bachelor's degree, customer empathy, and technical knowledge of cloud solutions and RESTful technologies. The salary ranges from CAD 50,000 to CAD 70,000 annually, and the position is office-based.

Benefits

Competitive salary and stock options

Access to the latest tools and equipment

Sports compensation

Diversity with 25 countries represented

Team events and hackathons

Qualifications

• Desire to deliver positive customer experiences.
• Ability to understand and troubleshoot issues.
• Firm understanding of the technology stacks common to the Web ecosystem.

Responsibilities

• Resolve technical inquiries with customers and partners.
• Assist customers in integrating technical solutions.
• Provide effective troubleshooting on bugs and defects.

Skills

Customer empathy

Excellent reading and writing skills in English

Knowledge of RESTful technology

Understanding of cloud solutions

Communication skills

Ability to address customer concerns

Education

Bachelor's Degree in Software Engineering, Computer Science or equivalent

Job description

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 Vancouver as Entry-level Technical Support Engineer (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.

The salary range is 50000 - 70000 CAD annually.

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:

• 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.
• Competitive salary and stock options
• 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

*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.

The Glia Talent Acquisition team [e-mail] and @gliatalent.com ,mailboxes 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 [e-mail]

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LinkedIn Profile

How many years of experience do you have with APIs? *

Are you willing to workthe in office 5 days/week? * Select...

Please explain your experience working with the following technologies: Web Technologies (e.g., REST APIs, WebRTC, Web Sockets) Mobile Technologies (e.g., Swift, Java, Kotlin) SIP and Media Streaming Technologies *

Have you participated in any STEM competitions, olympiads, or coding challenges? Please list specific competitions, years, and achievements (up to 3 examples). *

Have you completed a Bachelor's degree or higher? * Select...

Please provide your bachelor's university degree result, or expected result if you have not yet graduated, including the grading system to help us understand your result. For example, you can provide your result as '85 out of 100', '2:1 (Grading system: first class, 2:1, 2:2, third class)', or 'GPA score of 3.8/4.0 (predicted)'. *

What excites you about applying your technical skills (programming, APIs, databases, debugging) in a customer-facing role like Client Engineer, where your focus is on helping customers solve technical issues rather than building new software? *

Will you now or in the future require Glia to commence (“sponsor”) an immigration case (PR) to employ you? * Select...