Cloud Infrastructure Engineer

Details

About Glean:

Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industry’s most advanced enterprise search has evolved into a full-scale Work AI ecosystem, powering intelligent Search, an AI Assistant, and scalable AI agents on one secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean gives organizations the infrastructure to govern, scale, and customize AI across their entire business - without vendor lock-in or costly implementation cycles.

At its core, Glean is redefining how enterprises find, use, and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map the relationships between people, content, and activity, delivering deeply personalized, context-aware responses for every employee. This foundation powers Glean’s agentic capabilities - AI agents that automate real work across teams by accessing the industry’s broadest range of data: enterprise and world, structured and unstructured, historical and real-time.

About the Role:

Glean is looking for a Cloud Infrastructure Engineer to join the team. You will be a trusted technical resource to assigned customers, ensuring customer infrastructure releases and stability are a top priority and managing application support issues through resolution. This role will be dedicated to select customers and requires additional background screenings/clearances/training/certification, carry & use of customer-provided equipment, and extended on-call shift timing based on customer contractual obligations.

Responsibilities

• Own the infrastructure stability for your designated customer(s); assist Engineering teams in monitoring alerts and troubleshooting errors in the customer’s Glean environment.
• Actively engage in customer major incidents; write up, deliver, and lead customer review of post-incident RCA documents.
• Coordinate and execute software releases based on agreed-upon processes and maintenance windows.
• Set up new customer projects following Glean’s architectural design and best practices; complete project setup in restricted environments, including running Terraform or other setup scripts manually.
• Remediate security vulnerabilities in customers’ projects; work with customers and Glean’s Security team to maintain security policies (including VPC SC, SCC, NGFW configs).
• Monitor security vulnerability findings and work with Glean Security and Engineering teams to address them within agreed-upon timeframes with customers.
• Assist customers with cloud best practices for Glean implementation, including org policies, IAM setup, quotas, Disaster Recovery, and LLM setup.
• Coordinate support activities with assigned customers, including more stringent access and security processes; prioritize issues and provide high-urgency response where required.
• Represent the needs of assigned customers with respect to product and security improvements.
• Create and maintain customer-specific runbooks and knowledge articles.
• Provide first response, technical troubleshooting, resolution, and follow-through of customer issues and inquiries.
• Assist customers in configuration, set-up, and verification of new content sources and product features.
• Handle customer-impacting alerts which require coordination with customer admin and system resources through resolution.

About you

• Technically curious with a desire to continuously add technical knowledge and share learnings with peers.
• Fearless in tackling tough customer and technically complex issues to drive customer satisfaction.
• Strong communicator and professional presenter with superior interaction skills with both customers and internal teams.
• Detail-oriented, highly organized and methodical in ensuring issues are managed to completion.
• Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities.

Key Knowledge and Skills Required

Must haves

• Experience and certifications in Cloud technologies in at least one of: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure.
• Experience with deployment and release using CI/CD and standard deployment frameworks in a production environment.
• Deep knowledge of cloud network and security concepts with practical implementation experience.
• Knowledge of SQL/databases, Basic Kubernetes and Intermediate/Advanced Linux. Familiarity with infrastructure as code tools like Terraform is essential.
• Technical problem-solving skills including the ability to troubleshoot and isolate issues to their root cause in cloud environments.
• Ability to debug issues including searching & reading application logs, analyzing stack traces and browser trace files.
• 2+ years of coding and debugging experience in Java and Python.
• 3+ years of experience in at least one of the following disciplines: Infrastructure Support, Solutions Engineering, Support Engineering, Professional Services, DevOps Engineering.
• Must have experience in troubleshooting REST API issues.
• Working experience on SSO, SAML, and OAuth along with network troubleshooting.
• Experience in using GitHub, Jira & Confluence.

Good to haves

• Basic knowledge of LLMs and how GPT works.
• Able to fully document issues you manage and contribute to the support knowledge base.
• Hands-on experience in at least one of: Search technologies, Knowledge technologies, SaaS-based system integrations.

Location

This role is hybrid (4 days a week in one of our SF Bay Area offices).

Compensation & Benefits

• The standard base salary range for this position is $144,000 - $174,000 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.
• Comprehensive benefits package including Medical, Vision, and Dental coverage, generous time-off policy, and opportunity to contribute to a 401(k) plan. Home office improvement stipend, annual education and wellness stipends, regular company events, and daily healthy lunches.

Glean is committed to an inclusive and diverse company and does not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

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