Sr. Associate, Client Engineering (Mexico City)

About the role

About Glia

Glia is the #1 Banking AI platform, empowering community and regional financial institutions to create efficiencies, accelerate loan growth, drive deposits, and deliver experiences that win against megabanks and fintechs.

Glia's Banking AI Operating System is a central intelligence layer on top of existing tech stacks, activating an AI workforce of specialized agents that draw from banking data, interaction history, and integrated systems of record. These banking-trained agents automate workflows across voice and digital–from front office to back office–resulting in decreased operational costs and the Universal Banker model.

Trusted by 700+ banks and credit unions for its ironclad security and reliability, Glia delivers the industry’s first contractual no-hallucination guarantee. It’s why Glia customers quickly and confidently put Banking AI to work with measurable results from day one. More information about Glia can be found at glia.com http://glia.com.

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 http://glia.com and @ darina.danchenko@gliatalent.comgliatalent.com http://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 https://www.glia.com/eu-recruitment-privacy-notice or contact our talent team via talent@glia.com