Designated Technical Support Engineer

Details

Glean is looking for a Designated Technical Support Engineer to provide proactive and reactive technical support for designated customers. The role supports Glean's Work AI platform, including enterprise search, AI assistants, AI agents, SaaS connectors, APIs, and knowledge graph technologies.

Responsibilities

• Own proactive and reactive support for designated Glean customers and prioritize customer issues.
• Meet regularly with assigned customers to review issues, develop resolution plans, and drive continuous improvement.
• Provide timely responses and updates through collaborative communication channels.
• Create and maintain customer-specific runbooks and knowledge articles.
• Provide first response, technical troubleshooting, resolution, and follow-through for customer issues and inquiries.
• Assist customers with configuring, setting up, and verifying content sources and product features.
• Educate customers on Glean product features.
• Identify system and user health issues and create and execute remediation plans.
• Handle customer-impacting alerts in coordination with customer administrators and system resources.
• Work with teams across Glean to improve products, processes, and services.
• Lead improvement projects to increase support scale and efficiency.
• Coordinate support activities with assigned customers, including stringent access and security processes.
• Represent customer needs in product and security improvements.
• Complete additional background screenings, clearances, training, and certifications as required; use customer-provided equipment and participate in extended on-call shifts based on contractual obligations.

Requirements

• Technical curiosity and a willingness to develop and share technical knowledge.
• Strong technical problem-solving skills, including troubleshooting and isolating issues to their root cause.
• Ability to debug issues by searching and reading application logs, analyzing stack traces, and reviewing browser trace files.
• Experience in Customer Solutions Engineering, Support Engineering, or Professional Services.
• Hands-on experience with search technologies, knowledge technologies, or SaaS-based system integrations.
• Experience with at least one cloud platform: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure.
• Experience troubleshooting REST API issues.
• Working experience with SSO, SAML, OAuth, and network troubleshooting.
• Ability to fully document managed issues and contribute to the support knowledge base.
• Strong communication, presentation, organizational, and customer interaction skills.
• Ability to use metrics and objective measurements to assess success and improvement opportunities.

Good-to-Have Skills

• SQL and database knowledge.
• Basic Kubernetes knowledge.
• Intermediate or advanced Linux knowledge.
• Experience with GitHub, Jira, and Confluence.
• Basic knowledge of large language models and how GPT works.

Location

• Hybrid role requiring four days per week in one of Glean's San Francisco Bay Area offices.

Compensation And Benefits

• Standard base salary range: $120,000–$190,000 annually.
• Certain roles may be eligible for variable compensation, equity, and benefits.
• Medical, vision, and dental coverage.
• Generous time-off policy and 401(k) plan.
• Home office improvement stipend.
• Annual education and wellness stipends.
• Regular company events and daily healthy lunches.
• Inclusive and diverse workplace.

Interview Process

Candidates will complete a brief AI-focused exercise or discussion covering how they think about, design, and use AI to drive impact in their role.