Manager of Technical Support Engineering (Mexico City)

The role

Quick Quiz:

✓ Are you energized by building high-performing technical teams from the ground up?
✓ Are you passionate about developing minds to solve complex technical challenges?
✓ Do you excel at creating teams that blend technical depth with customer-centricity?

This opportunity is more than just a management role – it's a chance to play a pivotal role in launching Glia's newest global office. As Manager of our Mexico Client Engineering team, you'll build and lead our first technical support engineering team in the region. Your team will become the technical backbone ensuring our enterprise customers' success with Glia's platform post-implementation, mastering both our technology and the art of technical problem-solving. With the right leadership, we see this team growing rapidly and becoming a cornerstone of our Glia’s technical operations. 

You'll have the unique opportunity to:
• Shape Glia's Mexico City technical operations (and culture!) from the ground up
• Build and scale a high-performing technical support engineering team
• Create the processes and culture that will support rapid team growth
• Drive technical excellence as we expand our presence in the region
• Make your mark on a fast-growing global tech unicorn. 

What you'll do

• Build and lead a high-performing, office-based, technical support engineering team
• Establish a culture of technical excellence and continuous learning
• Drive successful resolution of complex platform and configuration challenges
• Create robust processes for investigating and resolving technical issues
• Partner with Professional Services for smooth post-implementation transitions
• Ensure platform stability and optimal performance for enterprise customers
• Foster strong relationships with customer technical teams

Requirements

• 3+ years of experience in leadership product/technology support teams
• 5+  years of previous experience in technical support or other client-facing technical roles
• Willingness to work from the Mexico City office 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
• 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

• Competitive salary
• 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