Technical Support Engineer - Tier 3 (Dev-Focused)

Job description

tl;dr: We are hiring a Technical Support Engineer - Tier 3.

We’re helping top brands manage their digital communication with their end customers.

Who we are

Glassix is a leading SaaS messaging platform helping top brands manage digital communication with their end customers.

Glassix enables contact centers to communicate via - WhatsApp, Facebook, chat, Instagram, and more - via bots & live agents, using AI & NLP.

We are looking for people who are comfortable with ambiguity and want to have a broad impact. We care a ton about communication, autonomy, curiosity, and initiative.

Our platform has been around since 2017 and has hundreds of customers using Glassix to improve customer support.

As a team, we love learning from each other and are looking for people who bring a new set of experiences and backgrounds to our team.

** In-office position (not hybrid)

Responsibilities:

• Investigate complex technical issues and identify root causes.

• Hands-on fixes: Contribute directly to the codebase by submitting Pull Requests and fixing bugs.

• Manage escalated support cases end-to-end.

• Implement voice and text AI agents.

• Collaborate closely with R&D to escalate and resolve issues.

• Create and maintain internal documentation and knowledge base articles.

• Deliver technical training to other teams and support cross-functional projects.

• Hands-on coding: Proven ability to read, debug, and write code in JavaScript/React.

• The "Hacker" mindset: You love taking things apart to see how they work, and you’re not afraid to jump into a complex, unfamiliar codebase.