Technical Support Specialist at Gloo

| Greater Boulder Area
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Gloo provides a personal growth platform that enables service providers, our “Champions,” to exchange better insights, resources, and technology to serve their people. Our company name reflects the trusted bond between people that serves as the foundation for growth, and everything we build strengthens that bond. We’re leveraging the same exponential tech that’s driving success in other industries and making it available through personal growth resources such as custom assessments, growth plans, and more. As one of Boulder’s most innovative and growing tech companies, Gloo needs more talented professionals who are driven to make a positive impact.
The Opportunity:
As Technical Support Specialist, you are serving your other team members on the frontlines by focusing on 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 Support Specialists serve 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 our engineering organization. We dive into complex technical issues with our engineering teams—transforming complex problems 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 helping people.

What We’re Looking For:

  • 3+ years of technical support experience
  • Experience collaborating with peers 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.
  • Experience organizing complex information into logical steps and sequences.
  • Skilled at articulating technical problems and issues succinctly and clearly.
  • Advanced understanding of mobile and web-based platforms.
  • Familiar with CSS, HTML, and JS and have experience with web development.
  • Ability to write code in at least one language to gather data from web services and use it for your own purposes.

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
  • Company Happy Hour Fridays

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
    • 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?

Every Friday afternoon we have an all-company happy hour where team members can relax after working hard all week and enjoy an adult beverage, ping pong, corn hole, and board games. Additionally, the company sponsors game nights, trivia, community service events, an all company picnic and a holiday party.

Becky McKenzie

Office Manager

What projects are you most excited about?

It’s a great time to be at Gloo. I’m working with a high powered cross functional team to tackle challenging problems. Currently, we are focused on transforming our user experience from one of “functional capabilities” into one focused on the “value stack”. We want to unify our disparate UI and data constructs into a single cohesive experience.

Steve Kurtz

Director of UX

How has your career grown since starting at the company?

I started at Gloo as a project manager, but I’ve always been good with technology. I had been with Gloo for about a year, when I spoke with my manager and Scott [CEO] about my interest in product. They helped set me up for success, supporting me on my career journey. I’ve now been a Product Owner for the last three years and love what I do.

Jordan Fray

Product Owner

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
Employees who have been with the company for 12 months are eligible for 12 weeks of 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.

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