Support Engineer at Gloo

| Greater Boulder Area | Remote
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Gloo is driving the digital transformation of the church ecosystem. We build technologies that help churches be more informed, and tools that help them be better connected – to their people, partners, networks and donors.
Gloo is a SaaS-enabled marketplace that is powered by our core capabilities: 
Insights+ - Data Analytics (Be more informed), GlooConnect - Adtech (Better connected) and Assessments - Surveys (Connected and informed). 
We are a dedicated, fast-moving, and passionate team who needs more talented professionals who are driven to make a positive impact.
The Opportunity:
As Support Engineer, you are serving your colleagues that are on the frontlines by focusing on identifying and verifying technical issues to help ensure a delightful and successful experience for customers, partners, and employees. You will be a primary stakeholder in our customer assistance strategy and will be developing, maintaining, and improving ways that our team serves Gloo’s customers. 
The Team:
Our Support Team values each and every problem as an opportunity to shine. This means we embody a spirit of helping everyone—we jump at the opportunity to help customers and teammates that need our assistance. We are the liaison between customers and other Gloo teams. We dive into complex problems, transforming them into simple solutions. The culture of providing exceptional customer service is extremely important to us and we want you to share in the collective value of that vision.

What We’re Looking For:

  • You have 3+ years related experience providing technical support using industry-leading case management systems and inbound customer support platforms. Salesforce experience preferred.
  • Experience collaborating and forming agreements across teams.
  • Aptitude to quickly learn new technologies; both software and hardware platforms.
  • Deep understanding of the software development cycle and use that knowledge to inform customer support program design.
  • Exhibit an excellent grasp of customer service practices.
  • Provide leadership towards the improvement and advancement of our customer service processes and systems.
  • Experience organizing complex information into logical steps and sequences.
  • Skilled at and comfortable with articulating technical problems and issues succinctly and clearly with groups of people.
  • Advanced understanding of mobile and web-based platforms.
  • Familiar with CSS, HTML, and JS and have experience with web development.
  • Experience with JSON and REST APIs (Bonus if you've written your own scripts to get things done faster!). Ability to write code to gather data from web services and use it for your own purposes.
  • Experience being measured and driving against metrics that feed Service Level Objectives and Key Performance Indicators.

The Perks/Benefits

  • Compensation and bonus commensurate with experience
  • Plenty of time off to keep you balanced
  • Medical with HSA contribution
  • A dynamic, talented team, dedicated to changing the world and building an incredible business
  • Beautiful office space in downtown Boulder on Pearl Street, steps from coffee shops and blocks from hiking trails

Compensation: $70,000 - $90,000
Applications welcomed from those who are US Citizens or hold a Green Card.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • NodeLanguages
    • GraphQLLanguages
    • Typescript Languages
    • ReactLibraries
    • SparkFrameworks
    • Next.jsFrameworks
    • Nest.jsFrameworks
    • ReactFrameworks
    • SketchDesign
    • AsanaManagement
    • WrikeManagement
    • HubSpotCRM
    • SalesforceCRM
    • SendGridEmail
    • MarketoLead Gen

Location

Gloo's campus is on the west end of Pearl in downtown Boulder. We are walking distance from great natural beauty and hip trendy eateries and cafes!

An Insider's view of Gloo

What are some social events your company does?

As we’ve transitioned to remote first, we have held a mixture of onsite and virtual activities to encourage connection and community. We host fun virtual events such as trivia, paint & sip, community projects, murder mysteries and more. We also have a mix of fun and educational DE&I events to celebrate the unique identities in our community.

Audrianna Hart

Director of Human Resources

What projects are you most excited about?

Gloo's Data Engineering team is streamlining the compilation of our 1st, 2nd, and 3rd party data assets into a Compiled Master file. Inputs range from 60M records to 650M records that are transformed, commingled, and validated. Using Databricks, Snowflake, and Elasticsearch, we are aiming to take what was once a several-week process to just hours.

Aaron Dix

Director of Engineering, Data

How has your career grown since starting at the company?

Gloo is not only a fun place to work but they have also provided me with numerous opportunities to grow my career. I’ve moved from Product Operations to Data Engineering Operations and now into an Associate Software Engineer position. The people I work with generously give their time and energy to nurture an atmosphere of learning.

Hannah Manry

Associate Software Engineer

What is your vision for the company?

The scope of how tech capabilities can serve personal growth is just exploding. As we continue to grow, we see a strong need to create solutions that can solve for all of these complex network challenges. Our mission is to serve Champions, help them scale, and support their purposes with great platform infrastructures.

Scott Beck

CEO

What are Gloo Perks + Benefits

Gloo Benefits Overview

Gloo provides a full suite of benefits including the basics with an additional generous HSA contribution. We also provide a performance bonus and equity. We have a great location with beautiful view of the Flat Irons, flexible hours, company sponsored events, and last but certainly not least, we have an incredible team of talented and passionate folks for you to hang out with.

Culture
Friends outside of work
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Gloo employees can contribute up to $2,500 annually to their Healthcare FSA.
Disability Insurance
Dental Benefits
Our dental plan covers $2,000 of expenses.
Vision Benefits
The vision benefits plan includes annual eye exams for $10 and either $180 for glasses or $150 for contact lenses per year.
Health Insurance Benefits
Gloo's base medical plan covers up to 80% of out of pocket expenses after you meet the deductible. We offer three HDHP plans with an HSA.
Life Insurance
Retirement & Stock Options Benefits
401(K)
Gloo's 401(k) retirement plan offers a selection of stocks, bonds and international index funds to choose from. We offer both a traditional and a Roth 401(k) plan.
Company Equity
Gloo offers option grants in accordance to the terms stated in the Company's Membership Unit Option Plan, including vesting over a five-year period.
Performance Bonus
Gloo's performance bonus plan allows the average employee the potential to earn a bonus equal to 10% of their salary based on performance against goals.
Child Care & Parental Leave Benefits
Flexible Work Schedule
Gloo provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Company sponsored family events
Gloo sponsors family oriented events annually.
Vacation & Time Off Benefits
Generous PTO
Gloos offers flexible paid time off. Time off can be taken at any time with manager approval. No accruals or maximums.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Gloo participates in Boulder's EcoPass program.
Stocked Kitchen
Gloo has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored LaCroix you can handle.
Happy Hours
Company happy hours are hosted every Friday afternoon.
Parking
We offer parking onsite or a taxable stipend of $125 a month to all employees who choose not to park onsite and use other means of transport.
Pet Friendly
Gloo's pet policy is dog friendly daily.
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Gloo fully funds Health Savings Accounts for all employees enrolled in a qualifying High Deductible Health Plan. Specifically, we contribute $3,500 per year to those who are covering themselves, and $7,000 per year to those covering dependents.