Designated Technical Support Engineer - Central/East

Details

Glean is seeking a Designated Technical Support Engineer to provide proactive and reactive technical support for designated enterprise customers. The role involves troubleshooting complex technical issues, supporting SaaS integrations and content sources, coordinating incident resolution, and driving improvements to the customer support experience.

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 the configuration, setup, and verification of 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 drive product, process, and service improvements.
• Lead improvement projects that increase support scale and efficiency.
• Coordinate support activities that may involve stringent access and security processes.
• Represent customer needs in product and security improvement initiatives.
• Support select customers through additional background screenings, clearances, training, certifications, use of customer-provided equipment, and extended on-call shifts based on contractual obligations.

Requirements

• Technically curious, fearless when addressing complex issues, and able to share technical knowledge with peers.
• Strong professional presentation and communication skills with customers and internal teams.
• Highly organized, methodical, detail-oriented, and able to manage issues through completion.
• Data-driven approach to measuring success and identifying improvement opportunities.
• 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 at least one of Customer Solutions Engineering, Support Engineering, or Professional Services.
• Hands-on experience with search technologies, knowledge technologies, or SaaS-based system integrations.
• Experience with cloud technologies in 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.

Good to Have

• Knowledge of SQL and databases.
• Basic Kubernetes knowledge.
• Intermediate or advanced Linux experience.
• Experience using GitHub, Jira, and Confluence.
• Basic knowledge of LLMs and how GPT works.

Location

This is a hybrid role requiring two days per week in New York, New York, or three days per week in Nashville, Tennessee.

Compensation and Benefits

The standard base salary range is $120,000–$170,000 USD annually. Compensation may vary based on location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

Benefits include medical, vision, and dental coverage; generous time off; a 401(k) plan; a home office improvement stipend; annual education and wellness stipends; company events; and healthy lunches. Glean is committed to an inclusive and diverse workplace.

The interview process includes a brief AI-focused exercise or discussion covering how candidates think about, design, and use AI to drive impact.