Sr. Associate, Client Engineering (Mexico City)

Glia; Mexico; On-site; MXN 600,000 - 900,000; 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

Team events and company activities

Diversity: 25 countries represented

Job summary

A leading AI customer service company seeks a Sr. Associate, Client Engineering to help resolve technical issues and ensure customer satisfaction. The ideal candidate will have 2+ years in software development or customer support, strong English skills, and knowledge of RESTful technologies. The position is based in Mexico City and offers competitive salary, professional development support, and a collaborative work environment.

Qualifications

• 2+ years in software development, customer service, or related.
• Strong customer empathy and desire to deliver positive experiences.
• Excellent English reading, listening, and writing skills.
• Good knowledge of RESTful technology and APIs.
• Ability to understand and troubleshoot cloud solutions.
• Competency in communicating complex issues.

Responsibilities

• Resolve technical inquiries with customers and partners.
• Guide customers through Glia’s Digital Customer Service platform.
• Set up complex technical integrations.
• Provide troubleshooting support on bugs and defects.
• Influence best practices for Glia’s capabilities.
• Adapt to a fast-paced environment and manage workload prioritization.

Skills

Software development experience

Customer empathy

English communication skills

RESTful technology knowledge

Cloud solutions troubleshooting

Technology stack understanding

Ability to address customer concerns

Education

Bachelor's Degree in Software Engineering or Computer Science

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 Sr. Associate, Client Engineering.

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 Sr. Associate, Client Engineering 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 Sr. Associate, Client Engineering 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:

• 2+ 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.
• Broad capabilities to troubleshoot server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code (JavaScript, Android, iOS)

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.

The Glia Talent Acquisition team uses @ glia.com and @ gliatalent.com email addresses 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]