Designated Technical Support Engineer - Central/East

Details

Glean is seeking a technically curious and customer-obsessed Designated Technical Support Engineer to provide proactive and reactive technical support to designated enterprise customers. The role involves troubleshooting complex issues, supporting SaaS integrations and content sources, coordinating customer-impacting alerts, and driving product, process, and service improvements. This position is remote and may require flexible working hours, extended on-call shifts, customer-provided equipment, and additional background screenings, clearances, training, or certifications based on customer requirements.

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 communication 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 while following customer access and security processes.
• Represent customer needs in product and security improvement initiatives.

Requirements

• 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 a support knowledge base.
• Strong communication, presentation, organizational, and customer-interaction skills.
• A data-driven approach to measuring success and identifying improvement opportunities.

Preferred Qualifications

• Knowledge of SQL and databases.
• Basic Kubernetes knowledge.
• Intermediate or advanced Linux skills.
• Experience using GitHub, Jira, and Confluence.
• Basic knowledge of large language models and how GPT works.

Benefits

• Medical, vision, and dental coverage.
• Generous time-off policy.
• 401(k) plan contributions.
• Home office improvement stipend.
• Annual education and wellness stipends.
• Regular company events and daily healthy lunches.
• Certain roles may be eligible for variable compensation, equity, and additional benefits.

Glean is committed to an inclusive and diverse workplace. The interview process includes a brief AI-focused exercise or discussion to assess how candidates think about, design, and use AI.