Openings at Glassbox

New York

Customer Support Engineer

Full-time · Intermediate

About The Position

Redefine knowledge. Change everything.

What began as a small but ambitious tech-driven project led by three close friends, has quickly grown into a category-defining platform, which combines unmatched big data analytics, machine learning, and artificial intelligence. This is Glassbox. We think and we work globally. Our teams brainstorm, apply research and inspire, together. The passion and commitment to fulfill our mission lives through everything we do. Success here is a team effort. Culture is our bedrock. We believe in hiring the best talents and in developing and nurturing them because, at the very core of our technology, there are people with their individualistic, passions, and differences, and we love it.

We’re seeking a technical savvy Customer Support Engineer with exceptional communication, problem-solving and service skills to join our global top-notch support team, working from our NYC, US office and supporting our customers world-wide.

In this role, you will collaborate closely with Glassbox R&D, Customer Success and Product teams.

You will also actively engage in cross-department projects and strongly influence the product's evolution by providing viable feedback to advance the future of our product development.


  • Takes end-to-end ownership of customers’ technical issues, including initial troubleshooting, identification of root cause, and issue resolution and communication
  • Serves as point of contact on customer escalations and ensures customer issues are resolved
  • Works with Glassbox R&D and product teams on escalations, product enhancement requests, and support improvement processes across the company
  • Enriches our client Knowledge Base with relevant technical information


  • A minimum of 3 years’ experience in a Technical Support function (B2B) dealing with data analysis and website monitoring (server-side)
  • In-depth experience with website development and infrastructure
  • In-depth knowledge of Linux and Windows debugging system and application level
  • Understanding of website monitoring and debugging tools, JS, HTML, cookies & web analytics
  • Deep understanding of HTTP protocol and REST API
  • Understanding of web servers (Apache, Tomcat, IIS, etc.)
  • Experience working with network protocols and diagnosing connection-related issues
  • Build Customer/Partner relationships
  • Ability to manage multiple competing priorities, and work effectively under time constraints in a fast-paced, collaborative work environment
  • Willingness to be On-Call Support Engineer during weekends 5-6 times a year
  • Experience with cloud infrastructure and methodologies (AWS – an advantage)
  • Knowledge of Mobile Apps development environments, frameworks and tools - an advantage

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