Manager of Technical Support Engineering (Vancouver)

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

Job summary

A leading technology company in Vancouver seeks a Manager of Technical Support Engineering to build and lead a high-performing team. With a focus on customer success and technical problem-solving, this role is pivotal in enhancing the customer experience through effective leadership and technical expertise.

Benefits

Access to the latest tools and equipment

Sports compensation and therapy reimbursements

Annual employee awards and team events

Qualifications

• 3+ years of experience in leadership product / technology support teams.
• 5+ years in technical support, implementations engineering or client-facing roles.
• Strong understanding of RESTful technology and cloud solutions.

Responsibilities

• Build and lead a technical support engineering team.
• Drive successful resolution of complex platform and configuration challenges.
• Establish a culture of technical excellence and continuous learning.

Skills

Leadership

Technical support

Customer-centricity

Problem-solving

Communication

Job description

Manager of Technical Support Engineering (Vancouver)

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About Glia

Our award-winning technology powers conversations with customers for some of the world's largest enterprises. 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 role

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 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

• 3+ years of experience in leadership 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
• 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 uses @glia.com 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]
• Want to know more about working at Glia? Check our Glia's Career FAQs

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Technology, Information and Internet

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