About the Role
Join Glia as a Senior Technical Support Engineer in our Client Engineering team based in Tallinn. You will play a crucial role in helping our customers resolve complex technical issues, providing proactive guidance, and adding value through the use of Glia’s technologies. Your expertise will ensure our customer’s integrations are secure, scalable, and seamless.
Key Responsibilities
- Technical Support: Work with customers' and partners' developers, architects, business analysts, and support personnel to set up and troubleshoot complex technical integrations.
- Collaboration: Collaborate with the Glia Product and Engineering teams using JIRA tickets and Slack to report reproducible issues.
- Troubleshooting: Provide support to clients by conducting effective troubleshooting on bugs and defects raised via our Service Desk or virtual channels.
- Best Practices: Help customers understand the finer points of Glia’s capabilities and influence them to implement best practices.
- Mentorship: Serve as a mentor and point of escalation for other team members.
Requirements
- Previous experience in technical support or other client-facing technical roles.
- Willingness to work from Glia’s Tallinn offices 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.
- 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).
- 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: Spanish Proficiency.
Benefits
- Stock options and competitive salary.
- 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.
- Free gym membership (you have to commit to going 3x per week!).
- Diversity: 18 languages and 11 countries represented.
- Competitive base salary & benefits.
- Participation in the employee option pool.
This is an exciting opportunity to join a leading company in Unified Interaction Management and make a significant impact on customer interactions across various platforms.
Benefits Extracted with AI
- Stock options
- Competitive salary
- Dynamic growth environment
- Collaborative culture
- Mentorship
- Team events
- Free gym membership
- Diversity
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