Glia

• Working directly with Glia’s Communications Manager to build an editorial calendar that brings press releases, awards, customers, and thought leadership to life across LinkedIn. • Drafting engaging copy and designing graphics to make our posts stand out. • Managing the Glia company page, engaging with followers, and responding to customers and industry voices. • Partnering with our internal teams and senior leaders to brainstorm content ideas and create resources for employees to post confidently on their own LinkedIn profiles.

• Drive customer adoption, usage, and renewal of Glia's AI features. • Empower and enable our customers to grow their knowledge and appreciation of AI through the development and execution of training initiatives for client teams. • Empower and enable our customers to drive adoption of Glia's AI features by their own end users. • Implement AI products on time and on budget. • Ensure that customers are achieving the desired business impact from Glia's AI features following implementation. • Establish credibility with client stakeholders as an AI subject matter expert in relation to Glia's AI features. • Provide pre-sales consultancy on AI features to assist our prospective clients in adopting Glia. • Analyze AI performance metrics and provide data-driven recommendations for improvement. • Provide assistance and best practices to clients on topics relating to prompt engineering and working with Generative AI. • Serve as the primary technical advisor for AI-related inquiries and challenges. • Offer guidance on Glia Virtual Assistant best practices to help clients leverage the full potential of the platform and optimize their conversational interactions with customers. • Collaborate with Glia's product and engineering teams to communicate client feedback, feature requests, and identify areas for product improvement. • Collaborate closely with implementation managers, solution architects, and implementation engineers as part of customer implementations. • Document client processes and diagnose how Glia's AI products or integrations can improve efficiency and overall experience.

• Lead and resolve complex technical challenges independently, leveraging managers and teams as strategic partners rather than primary support. • Serve as a subject matter expert in API data integrations and across the Glia product suite. • Develop and implement risk mitigation strategies to proactively address potential risks and minimize their impact on sales outcomes. • Delegate tasks appropriately, integrate technical needs into project planning, and choose the most effective project management strategies. • Navigate and resolve complex client issues, fostering collaboration across departments and managing communication challenges with diverse stakeholders at banks, credit unions, and financial services organizations. • Present complex information clearly and concisely during executive-level meetings, ensuring all communications are impactful and directly support business objectives. • Maintain a deep understanding of financial services and customer service industry trends, regularly contributing insights in meetings and strategic discussions. • Develop and maintain deep, personalized customer relationships, leveraging those to advance business objectives. • Mentor peers and contribute to the team's collective knowledge by effectively utilizing our entire library of stories and case studies across the Glia product set.

• Lead and resolve complex technical challenges independently, leveraging managers and teams as strategic partners rather than primary support. • Serve as a subject matter expert in API data integrations and across the Glia product suite. • Develop and implement risk mitigation strategies to proactively address potential risks and minimize their impact on sales outcomes. • Delegate tasks appropriately, integrate technical needs into project planning, and choose the most effective project management strategies. • Navigate and resolve complex client issues, fostering collaboration across departments and managing communication challenges with diverse stakeholders at banks, credit unions, and financial services organizations. • Present complex information clearly and concisely during executive-level meetings, ensuring all communications are impactful and directly support business objectives. • Maintain a deep understanding of financial services and customer service industry trends, regularly contributing insights in meetings and strategic discussions. • Develop and maintain deep, personalized customer relationships, leveraging those to advance business objectives. • Mentor peers and contribute to the team's collective knowledge by effectively utilizing our entire library of stories and case studies across the Glia product set.

• Lead and resolve complex technical challenges independently, leveraging managers and teams as strategic partners rather than primary support. • Serve as a subject matter expert in API data integrations and across the Glia product suite. • Develop and implement risk mitigation strategies to proactively address potential risks and minimize their impact on sales outcomes. • Delegate tasks appropriately, integrate technical needs into project planning, and choose the most effective project management strategies. • Navigate and resolve complex client issues, fostering collaboration across departments and managing communication challenges with diverse stakeholders at banks, credit unions, and financial services organizations. • Present complex information clearly and concisely during executive-level meetings, ensuring all communications are impactful and directly support business objectives. • Maintain a deep understanding of financial services and customer service industry trends, regularly contributing insights in meetings and strategic discussions. • Develop and maintain deep, personalized customer relationships, leveraging those to advance business objectives. • Mentor peers and contribute to the team's collective knowledge by effectively utilizing our entire library of stories and case studies across the Glia product set.

• Own and lead compliance programs and audit processes (SOC 2, PCI DSS, GDPR, HIPAA/HITECH) from planning through successful completion. • Drive evidence collection, documentation, and audit readiness, ensuring high-quality and timely delivery. • Act as a primary point of contact for external auditors, customers, and prospects on security and compliance matters. • Lead security discussions with enterprise customers, including deep-dive reviews and security questionnaires. • Oversee internal and external assessments across systems, services, and teams. • Own and evolve the Third-Party Risk Management program, managing and monitoring the security compliance of vendors and partners. • Maintain, enhance, and scale security controls and compliance processes across the organization. • Partner with engineering and product teams to translate compliance requirements into practical implementations. • Track and drive remediation efforts, ensuring accountability and timely resolution. • Produce and present audit and compliance reports to internal stakeholders and leadership. • Act as a strategic advisor by promoting security awareness and staying ahead of evolving regulatory and compliance trends.

• Support evidence collection and documentation for internal and external audits. • Assist in maintaining compliance with frameworks such as SOC 2, PCI DSS, GDPR, and HIPAA/HITECH. • Help manage and track compliance activities, monitoring efforts, and remediation tasks. • Support Third-Party Risk Management activities, including reviewing and tracking vendor compliance. • Contribute to security questionnaires and support customer-facing compliance discussions. • Participate in internal and external assessments of systems and processes. • Collaborate with engineering and product teams to implement and maintain security controls. • Prepare audit documentation and reports aligned with compliance requirements. • Contribute to the continuous improvement of compliance processes and documentation. • Stay informed on emerging security and regulatory trends and support internal knowledge sharing.

• Play a key role in looking after the vulnerability management process at Glia • Collaborate with other teams on the implementation of new security policies and procedures • Manage, test and categorize incoming information on security incidents (internal, reported, or industry-wide) • Perform regular vulnerability scans and security control reviews to ensure a continuously strong security posture • Participate in security reviews and risk assessments of AI tools used across the company • Assist Compliance in ongoing compliance activities and monitoring efforts across different regulations (GDPR, SOC 2, HIPAA, PCI-DSS, CCPA, etc.)

Role Description You will play a key role in looking after the vulnerability management process at Glia, resulting in an enhanced Information Security posture, greater Customer Trust and increased revenue for the company. You will be a member of the Security Engineering team by supporting ongoing information security activities, collaborating with teams across Glia to resolve security-related questions, as well as spreading security awareness across Glia. A day in the life of a Security Engineer at Glia is always different – you might be helping Compliance with preparations for our upcoming audits, collaborating with fellow Glianeers to solve complex security questions, or conducting ongoing monitoring for any vulnerabilities. - Collaborate with other teams on the implementation of new security policies and procedures - Manage, test and categorize incoming information on security incidents (internal, reported, or industry-wide) - Perform regular vulnerability scans and security control reviews to ensure a continuously strong security posture - Participate in security reviews and risk assessments of AI tools used across the company - Assist Compliance in ongoing compliance activities and monitoring efforts across different regulations (GDPR, SOC 2, HIPAA, PCI-DSS, CCPA, etc.) Qualifications - Understanding of security aspects in cloud infrastructure (AWS, Google Cloud) - Experience in coding, preferably Python, and understanding of major language ecosystems (our tech stack includes Elixir, Ruby, Golang) - Familiarity with security concepts (encryption, authentication, etc.) - Good understanding of network protocols and types of network-based attacks - Experience with handling cybersecurity incidents - Governance and compliance knowledge, and experience with maintaining a strong security posture through regular security control reviews and audit preparations Requirements - Familiarity with Terraform, Kubernetes - Previous experience working with Information Security audits Company Description Glia is the leading AI customer service solution for banks and credit unions. Our platform unifies AI and human agents across every voice and digital conversation through our proprietary ChannelLess® Architecture. With AI for All™, organizations overcome the tradeoff between efficiency and experience by using AI to automate conversations and elevate service operations. Valued at over $1 billion and named a Deloitte Technology Fast 500™ company for five consecutive years, Glia powers over 700 financial institutions and maintains an industry-leading 72 NPS. We're also certified as a Great Place to Work, with 98% employee satisfaction.

• Shape the architecture and design of our CI/CD platform, helping evolve it from a monolith into a modern, modular system that is reliable and easy for developers to use. • Act as a hands-on senior contributor, turning ideas into deliverable solutions, improving engineering efficiency, and driving roadmap decisions through developer insights. • Build and refine developer-facing tools and APIs (from pipeline modules to standardized tooling), ensuring they are reliable, secure, and easy to use.