Openings at Glassbox

New York

Professional Services Engineer

Full-time · Intermediate

About The Position

  • Configure Glassbox solution to connect to data sources and customize platform to meet highly specific customer needs, particularly for data retrieval and insight
  • Support Sales process and answer detailed questions on the technical aspects of the solutions – architecture, operation, and capabilities
  • Give demonstrations of the software, explaining the benefits of its various features
  • Provide ongoing phone/email/WebEx support on a 24/7 basis as part of the Global Customer Support team
  • Ability to participate in shift work (to receive calls and provide PC based support) to customers over the weekend and outside office hours
  • Provide answers to clients by identifying problems; researching answers
  • Deliver technical trainings, product demonstration & workshops
  • Improve system performance by identifying problems; recommending changes
  • Provide feedbacks and insights to the business and R&D teams
  • Derive and disseminate best practices to help drive customer adoption of Glassbox products and services

Requirements



  • Bachelor’s degree, or equivalent, in related discipline – Computer Science or Engineering degree preferred
  • A minimum of 3 years experience in a Technical Support function (B2B) dealing with data analysis and website monitoring (server-side)
  • Experience with web data analytics and web monitoring tools is a must
  • Understanding of network protocols (HTTP/S, TCP) with experience diagnosing connection-related issues and analysing traffic data (Wireshark)
  • Experience with relevant analytics software deployment, implementation and support on Windows and Linux environment, (Linux admin is preferred).
  • Previous experience working in product support teams and sales processes including product demonstration and training (preferred)
  • Principle knowledge of website construction and infrastructure, including HTML, JavaScript and understanding of OS and browser distinctions.
  • Outstanding customer service skills and a passion for customer service
  • Passionate commitment to quality and success
  • 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
  • Strong troubleshooting and problem solving skills
  • 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
  • Willingness to travel occasionally

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