Designated Technical Support Engineer - Central/East

Details

Glean is seeking a Designated Technical Support Engineer to provide proactive and reactive technical support to designated enterprise customers. The role involves troubleshooting complex customer issues, supporting product configuration and integrations, maintaining customer-specific documentation, and coordinating with internal teams to improve products, processes, and service delivery.

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-base 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 cross-functional Glean teams 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 related to product and security improvements.
• Support designated customers with additional background screenings, clearances, training, certifications, customer-provided equipment, and extended on-call shifts based on contractual obligations.

Requirements

• Technical curiosity, strong communication and presentation skills, attention to detail, and a data-driven approach.
• 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 cloud technologies in at least one of Google Cloud Platform, Amazon Web Services, 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 a support knowledge base.
• Preferred: knowledge of SQL and databases, basic Kubernetes, intermediate or advanced Linux, GitHub, Jira, Confluence, and basic knowledge of LLMs and GPT.

Work Location

This is a hybrid role requiring either 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, paid time off, a 401(k) plan, a home-office improvement stipend, annual education and wellness stipends, company events, and daily healthy lunches.

Glean is committed to an inclusive and diverse workplace. The interview process includes a brief AI-focused exercise or discussion.