Mexico City

Glia Technologies, Inc.; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Glia Technologies, Inc. busca un Manager de Technical Support Engineering en Ciudad de México. Este papel clave implica construir y liderar un equipo de soporte técnico desde cero, asegurando la excelencia técnica para los clientes empresariales. Se necesitan habilidades de liderazgo y experiencia previa en soporte técnico para el éxito en esta posición emocionante en una empresa en crecimiento.

Servicios

Compensación deportiva

Reembolso por terapia y sesiones de asesoramiento

Eventos de equipo

Acceso a las últimas herramientas y equipos

Formación

• 3+ años de experiencia en liderazgo de equipos de soporte técnico.
• 5+ años de experiencia previa en roles técnicos frente al cliente.
• Dominio del inglés hablado y escrito.

Responsabilidades

• Construir y liderar un equipo de soporte técnico de alto rendimiento.
• Establecer una cultura de excelencia técnica y aprendizaje continuo.
• Asegurar la resolución exitosa de desafíos complejos de la plataforma.

Conocimientos

Resolución de problemas

Comunicación

Liderazgo

Pensamiento crítico

Soporte técnico

Educación

Licenciatura o superior

Descripción del empleo

Manager of Technical Support Engineering (Mexico City)

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 role

Quick 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 launching Glia's newest global office. As Manager of our Mexico Client Engineering team, you'll build and lead our first technical support engineering team in the region. Your team will become the technical backbone ensuring our enterprise customers' success with Glia's platform post-implementation, mastering both our technology and the art of technical problem-solving. With the right leadership, we see this team growing rapidly and becoming a cornerstone of our Glia’s technical operations.

You'll have the unique opportunity to:
• Shape Glia's Mexico City technical operations (and culture!) from the ground up
• Build and scale a high-performing technical support engineering team
• Create the processes and culture that will support rapid team growth
• Drive technical excellence as we expand our presence in the region
• Make your mark on a fast-growing global tech unicorn.

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 or other client-facing technical roles
• Willingness to work from the Mexico City office 5 days a week
• Willingness to work shifts in New York time (EST time zone UTC-5) to service our American clients on the East Coast
• 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
• Strong desire to deliver positive customer experiences by identifying their problems and guiding them through complex technical solutions
  
  Bonus:
• Experience supporting onboarding new members and creating new processes
• 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 [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]

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

This will be our first Tech Support Engineering team in Mexico City and that means our team would like to work closely in person to ensure the best collaboration and service, are you willing to work in office 5 days/week? * Select...

Are you willing to work shifts in New York time (EST time zone UTC-5) to service our American clients on the East Coast? * 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 *

What is your current English proficiency level? * Select...

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

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

What's your desired monthly salary (MXN pesos, before taxes)?