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Senior Associate, Client Engineering

GliaMexico
On-site Full-time

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Experience Level

Experience

Qualifications

2+ years of experience in a technical support or engineering role. Strong understanding of software development methodologies and practices. Excellent problem-solving skills and ability to communicate technical concepts to non-technical audiences.

About the job

About Glia

Glia is a pioneering AI-driven customer service solution tailored for banks and credit unions. Our innovative platform seamlessly integrates AI and human interactions across various voice and digital channels through our unique ChannelLess® Architecture. Embracing the philosophy of AI for All™, we empower organizations to enhance efficiency and customer experience by automating conversations while improving service operations.

With a valuation exceeding $1 billion and recognized as a Deloitte Technology Fast 500™ company for five consecutive years, Glia supports over 700 financial institutions and boasts an industry-leading Net Promoter Score (NPS) of 72. We are proud to be certified as a Great Place to Work, with an impressive 98% employee satisfaction rate.

As we continue to grow rapidly, we are looking for a dedicated professional to join our Client Engineering team in Mexico City as a Senior Associate, Client Engineering.

The Role:

In this pivotal role within our Entry Client Engineer Team, you will assist our customers in resolving complex technical challenges, providing proactive guidance, and enhancing their experience through Glia’s advanced technologies. Your recommendations will ensure secure, scalable, and seamless integrations for our clients. A successful Senior Associate in Client Engineering will efficiently manage demanding workloads while prioritizing tasks and assessing situational urgency.

What You’ll Do:

A typical day for a Senior Associate in Client Engineering at Glia involves addressing technical inquiries from our customers and partners, guiding them in maximizing the potential of Glia’s Digital Customer Service platform while upholding high standards of service.

  • Collaborate with our customers' and partners' developers, architects, business analysts, and support teams to establish intricate technical integrations.

  • Work closely with the Glia Product and Engineering teams via JIRA to report reproducible bugs and communicate through Slack.

  • Deliver effective troubleshooting support for bugs and issues raised through our Service Desk or virtual channels.

  • Educate our customers on Glia’s capabilities and advocate for best practices in implementation.

  • Engage with Engineering, Product Management, and Customer Success teams to explore solutions collaboratively.

  • Thrive in a dynamic, fast-paced environment!

Requirements:

  • 2+ years of experience in a technical support or engineering role.

  • Strong understanding of software development methodologies and practices.

  • Excellent problem-solving skills and ability to communicate technical concepts to non-technical audiences.

About Glia

Glia is at the forefront of AI technology in customer service, enabling banks and credit unions to seamlessly integrate AI and human agents for enhanced customer experiences. Our innovative platform has revolutionized the way organizations approach customer service, making it efficient and effective.

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