Openings at Glassbox

New York

Support Engineer

Full-time · Intermediate

About The Position

We’re looking for a technically savvy engineer who understands the value of being customer-oriented, and someone who can actively deliver exceptional support services to our customer base.

The right candidate should be a natural problem-solver and a strong communicator

He/She will work in close collaboration with Glassbox R&D, Customer Success and Product Teams.

He/She will actively engaged in cross department projects and strongly influence the product's evolution by providing viable feedback to advance the future of our product development.


  • Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, and issue resolution and communication.
  • Serve as point of contact on customer escalations and ensure customer issues are resolved meticulously.
  • Work with GlassBox R&D and product teams on escalations and product enhancement requests.
  • Enrich our client Knowledge Base with relevant technical information.
  • Create and lead support improvement processes across the company.
  • Provide product feedback and insights to the business and R&D teams.

Skills & Experience

  • In-depth experienced 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 ...)
  • Understanding of network protocols and experience diagnosing connection-related issues
  • Experience with cloud infrastructure and methodologies (AWS - advantage)
  • Experience with enterprise software deployment, implementation and support on Windows and Linux environments. In particular, Java based software deployment and maintenance.
  • Knowledge of Mobile Apps development environments, frameworks and tools is preferred.
  • A minimum of 3 years experience in a Technical Support function (B2B) dealing with data analysis and website monitoring (server-side)
  • Excellent verbal and written communication skills
  • Desire to work in a dynamic and fast moving startup environment
  • Ability to work independently and in a team
  • Building Customer/Partner relationships
  • Team player, good interpersonal skills 
  • Ability to manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, collaborative environment
  • Being a team member of GlassBox global support team and willing to be On-call Support during weekends once in a while 

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