Senior Client Engineer (Mexico City)

We're growing rapidly, and seeking a passionate professional to join our Client Engineering team in Mexico City as a Sr Client Engineer.

The role 

As part of our 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 excel at prioritization 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. A Client Engineer at Glia:

• 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 

Requirements

• 4-6 years previous experience in technical support or other client-facing technical roles.

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

Benefits

• Exciting, dynamic and rapid growth environment
• Collaborative culture with autonomy and purpose
• Incredible mentors & investors that are an active part of the company
• Team events including nights out and team travel
• Diversity: 18 languages and 11 countries represented
• Competitive base salary & benefits
• Participation in the employee option pool