Solutions Architect (Mobile Focused)

About Us

We are Glance: the digital customer service technology powering innovative, personal, human-guided digital customer experiences for industry-leading Fortune 500 companies throughout the financial, retail, healthcare, and SaaS sectors. This makes it very likely that you have already used Glance’s Guided CX technology, but you just didn’t know it was Glance. Our technology is used as an overlay CX solution by some of the largest banks and financial service companies in the world.

Solutions Architect (mobile focus)

The Solutions Architect works with our clients’ technical teams to ensure the technical aspects of the relationship with Glance are going smoothly. This role acts as an internal advocate for our clients and interacts with product and engineering to provide guidance on product and strategy decisions that impact the clients’ use of our cobrowse, screenshare, and video (on mobile and web) products. This also involves leveraging technical knowledge to understand, communicate, and solve technical problems optimally for customers.

Product Details:

The Solutions Architect will work on implementing Glance's guided customer experience tools that enable a customer to browse an app or a webpage side by side with an agent who can best help navigate the customer through the workflow with the option of sharing video as well. These products are embedded into the applications of the clients that leverage Glance to drive business value and a smoother customer experience. The Solutions Architect must leverage their technical skills in mobile development to support our customers as they build mobile apps using our mobile SDK and become a Subject Matter Expert (SME) of the company’s product suite.

Work Location

The ideal candidate lives in the greater Boston area. We are primarily a fully remote company. For local team members, we have opportunities to visit our office in Wakefield for collaboration and meetings.

What You'll Do

• Serve as a technical representative for the company in client interactions with the aim of providing technical solutions and optimizing client experience and success.
  • Provide technical guidance to customers as they integrate our mobile SDK into their commercial iOS and Android applications.
  • Leverage knowledge of Javascript, HTML, CSS, Swift, React/React Native, C#, .NET to understand the application (web & mobile) architecture of clients in order to provide them with a smooth onboarding experience as they look to adopt our product suite.
  • Work with new clients to gather and assess their specifications and requirements from both a business and a technical perspective.
  • Debug/Investigate and provide solutions to customer reported issues.
  • Communicate Complex technical solutions to both a technical and a non-technical audience at all levels from C-suite executives to entry-level professionals.
  • Ensure best practices and product upgrades are being implemented by customers and assist with any technical difficulties.

• Provide industry knowledge gained from client interactions to internal teams from marketing & sales to product. Help make product roadmap and marketing strategy decisions with this knowledge.
• Develop internal documentation and "How to" guides to help with ease of understanding and implementation of our products.
  • Pitch demos of product functionality to internal teams in order to enhance product understanding of the company overall.
  • Work with the technical writing team to develop precise product documentation and usability of features developed by the product team.
• Train less experienced professionals
  • Train other Solutions Architects and Implementation Engineers to develop and debug the features/functionalities included in our mobile SDK.
  • Schedule weekly checkpoints to gather and assess learning and adoption progress. Provide additional assistance and changes in the teaching process if needed.
  • Gather feedback from newer employees regarding quality of product documentation and convey its impact to the technical writing team to implement and adopt changes.
  • Demonstrate effective usage of Root Cause Analysis when debugging software problems. Provide walkthroughs of the debugging process for newer employees to grasp and apply efficiently.

Required Skills and Experience

• College degree or equivalent professional experience preferred in a Solutions Architecture, Sales Engineering, or Technical client-facing role within enterprise software environments
• Experience with commercial mobile application development for iOS (Objective C and Swift) and/or Android (Java and Kotlin)
• Familiarity with Xcode and Apple Frameworks or the Android API and tools
• An understanding of how mobile apps are packaged for distribution, whether for Apple App Store, Google Play Store, or internal enterprise
• Must be able to present both technical and non-technical topics to individuals at all levels of an organization
• Comfortable speaking “web”, i.e., HTML, CSS, DOM, Javascript, CDNs, CORS, domains, proxies, firewalls, certs, AWS, etc.
• Must have a demonstrated track record of technical competence and customer satisfaction
• Comfortable serving as the technical representative of Glance to personnel at all levels of the customer organization, from developers to executive sponsors
• Must have exceptionally strong technical troubleshooting and problem-solving skills
• Ability to juggle multiple simultaneous projects of moderate to high levels of complexity
• Great team player and collaborator
• Must have the flexibility to travel occasionally

Benefits & Culture

Learn more about working at Glance here.

At Glance, we take culture seriously. Each of us strives to deliver results that delight our customers. We're a transparent organization that places a high value on trust, and positive intent. We value and seek diversity and embrace work/life balance for our team. We offer our team an excellent insurance package, 401k plan, and time-off benefits.

• Glance is an E-Verify Employer