Job opportunity: Professional Services Engineer

Professional Services Engineer

US - Remote · Full-time · Intermediate

About The Position

Glassbox is looking for a Professional Services Engineer to join our Professional Services team.

We are Glassbox, a world leader in digital experience analytics, on a mission to deliver frictionless digital journeys to brands and their customers all over the world. 

We are a hyper-growth scale-up that has most recently acquired a strong player in the CX field- SessionCam and just IPO’d in June!

So, now is the perfect time to come to Glassbox and help us accelerate our global leadership position!

Will you join us in this journey?

 

What You Will Do 

  • Configure Glassbox solution to connect to data sources and customize the platform to meet highly specific customer needs, particularly for data retrieval and insights
  • Support customers as well as the Sales process by answering detailed questions on technical solutions (i.e: architecture, operation, and capabilities)
  • Give demonstrations of the software, explaining the benefits of its various features
  • Provide ongoing phone/email/WebEx support as part of the Global Customer Support team
  • Participate in rotational shift work to support customers over weekends/outside office hours
  • Deliver technical training, product demonstration, and workshops
  • Improve system performance by identifying issues and recommending solutions


Requirements

What You Will Need

  • A minimum of 3 years experience in a Professional Services/Tier-3 Support role (B2B) dealing with data analysis, website monitoring, and software deployment on Windows and  Linux
  • Understanding of network protocols (HTTP/S, TCP) with experience diagnosing connection-related issues and analyzing traffic data
  • Principle knowledge of website construction and infrastructure, including HTML, JavaScript, and understanding of OS and browser distinctions
  • Outstanding customer service, presentation, and communication skills
  • Strong troubleshooting and problem-solving skills
  • Ability to manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, collaborative environment
  • Ability to participate in rotational shift work (to receive calls and provide Level 3/4 support) to customers over the weekend and outside office hours


An advantage

  • Bachelor’s degree, or equivalent, in a related discipline – Computer Science or Engineering degree
  • Previous experience in working with product support teams and sales processes, including product demonstration and training (preferred)
  • Experience with mobile application development and troubleshooting
  • Troubleshooting experience in Java


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