Manager of Technical Support Engineering

Glia Technologies, Inc.; Vancouver; On-site; CAD 90,000 - 130,000; Full time

Job summary

A leading technology company seeks a Manager of Technical Support Engineering to lead its Vancouver office's technical support team. This pivotal role involves developing a strong team, fostering technical excellence, and ensuring customer success. The ideal candidate should have substantial management experience in technology support, excellent communication skills, and a knack for solving complex issues for enterprise clients.

Benefits

Competitive salary and stock options

Access to the latest tools and equipment

Team events and diversity

Qualifications

• 3+ years of experience in leadership of technical support teams.
• 5+ years of experience in technical support or client-facing roles.
• Good knowledge of RESTful technology and cloud solutions.

Responsibilities

• Build and lead a high-performing technical support engineering team.
• Establish a culture of technical excellence.
• Drive resolution of complex technical challenges.

Skills

Problem-solving

Technical depth

Customer-centricity

Communication

Team building

Education

Bachelor's degree or higher

Job description

Manager of Technical Support Engineering

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.

The roleQuick Quiz:

✓ Are you energized by building high-performing technical teams from the ground up?✓ Are you passionate about developing minds to solve complex technical challenges?✓ Do you excel at creating teams that blend technical depth with customer-centricity?

This opportunity is more than just a management role – it's a chance to play a pivotal role in Glia Vancouver office. As Manager of our Vancouver Client Engineering team, you'll build and lead our largest technical support engineering team in the Americas. You'll ensure our enterprise customers' success with Glia's platform post-implementation by mastering both our technology and the art of technical problem-solving.

You'll have the unique opportunity to:
• Develop a high-performing technical support engineering team
• Create the processes and culture that encourage rapid skills growth and career advancement.
• Drive technical excellence necessary to meet our clients’ most complex technical challenges
• Make your mark on a fast-growing global tech unicorn.

The salary range is CAD 90.000 - CAD 130,000 annually. Commensurate with experience and performance.

What you'll do

• Build and lead a high-performing, office-based, technical support engineering team
• Establish a culture of technical excellence and continuous learning
• Drive the successful resolution of complex platform and configuration challenges
• Create robust processes for investigating and resolving technical issues
• Partner with Professional Services for smooth post-implementation transitions
• Ensure platform stability and optimal performance for enterprise customers
• Foster strong relationships with customer technical teams
  
  Requirements
• This is a 100% in-office role based (Vancouver)
• 3+ years of experience in leadership of product/technology support teams
• 5+ years of previous experience in technical support, implementations engineering or other client-facing technical roles
• Willingness to work from the Vancouver office 5 days a week
• Good knowledge of RESTful technology, previous experience with APIs, and the ability to understand and troubleshoot issues with cloud solutions
• Excellent reading, listening, and writing skills in EnglishA 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
• Strong desire to deliver positive customer experiences by identifying their problems and guiding them through complex technical solutions
• Experience supporting onboarding new members and creating new processes

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.
• Domain of Spanish
  
• Competitive salary and stock options
• Access to all the latest tools and equipment you’ll need
• 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

Are you willing to work in the 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 completed a Bachelor's degree or higher? * Select...

How many years of management experience do you have? * Select...

What are your compensation expectations?

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

This is sometimes called “sponsorship” for an employment-based visa status.