Client Engineer (Mexico City)

Glia; Mexico; On-site; MXN 1,531,000 - 2,212,000; Full time

Benefits offered by this job

Competitive salary and stock options

Professional development support

Access to latest tools and equipment

Sports compensation

Team events and activities

Job summary

A leading AI technology firm in Pampanga is seeking an experienced Client Engineer to join their Client Engineering team. This role involves resolving technical inquiries, collaborating with development teams, and ensuring customer satisfaction through effective troubleshooting. Candidates should have over 4 years of experience in software development or customer support, possess strong empathy for customers, and communicate effectively in English. A Bachelor's degree in a relevant field is required. The position offers a competitive salary and professional development support.

Qualifications

• 4+ years in software development, customer support/service, or related.
• Strong customer empathy and desire for positive customer experiences.
• Excellent English reading, listening, and writing skills.
• Good knowledge of RESTful technology, APIs, and cloud solutions.
• Understanding of Web ecosystem technology stacks.
• High competency in communicating complex issues to both technical and non-technical audiences.
• Bachelor's Degree in Software Engineering, Computer Science or equivalent.

Responsibilities

• Resolve technical inquiries with customers and partners.
• Collaborate on complex technical integrations.
• Troubleshoot bugs and defects for clients.
• Helps customers understand Glia’s capabilities and guides them to implement best practices.
• Interacts with Engineering, Product Management, and Customer Success to search for solutions.
• Be ready to work in a fast-paced environment!

Skills

Software development

Customer support/service

RESTful technology

API troubleshooting

Excellent communication

Education

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

Tools

JIRA

Slack

Job description

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

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.

• 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

• 4+ years in software development, customer support/service, support engineering, or related.
• 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.

Benefits

• Competitive salary and stock options.
• Professional development support (trainings, courses, conferences, books, etc).
• 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.