Designated Technical Support Engineer, Ops

Details

Glean is seeking a highly analytical individual to join the Support Organization and improve Support effectiveness through metrics, AI-powered tooling, and operational excellence.

Responsibilities

Metrics, Reporting, and Insights

• Define, track, and continuously refine Support metrics, including ticket volume, TTR, CSAT, deflection, automation rate, containment, backlog health, and agent effort.
• Build and maintain dashboards and recurring reports in spreadsheets and BI tools such as Sigma, Looker, and Tableau.
• Present insights and recommendations to Support and CX leadership, highlighting risks, opportunities, and the impact of AI and automation initiatives.

AI Tooling, Agents, and Automation

• Serve as the operational owner for AI-powered support tools, including Glean agents, internal copilots, routing and triage bots, AI macros, and deflection experiences.
• Configure, monitor, and continuously improve support tooling.
• Analyze agent and automation performance, including resolution rate, handoff quality, misroutes, and downvotes.
• Run structured experiments on prompts, workflows, and routing rules.
• Partner with Product, Engineering, and Data Science to scope and launch AI use cases for Support, such as intelligent routing, duplicate detection, auto-tagging, SLA risk prediction, and backlog forecasting.
• Ensure AI and automation features are launched with clear guardrails, runbooks, monitoring, and smooth integration with human support workflows.

Program and Project Management

• Lead projects that improve Support productivity and customer experience, including queue redesigns, channel strategy updates, AI rollout pilots, and process redesigns.
• Own work-back plans, stakeholder alignment, risks, and communications for these initiatives.
• Partner with CX Operations and cross-functional stakeholders to design and run A/B tests and quasi-experiments across macros, forms, flows, and AI experiences.
• Quantify impact on FRT, TTR, CSAT, deflection, and agent effort.

Process Design and Knowledge

• Analyze support workflows and ticket data to identify operational inefficiencies and recommend improvements across tools, queues, and channels.
• Document support processes, SOPs, and runbooks.
• Maintain the internal knowledge base and enablement content for Support tooling and AI features.
• Partner with Support leadership to define SLIs and SLOs for Support operations and AI tools, with clear alerting and actionable runbooks.

Requirements

• 5+ years of experience in CX Operations, Revenue Operations, or related go-to-market operations roles, ideally in B2B SaaS.
• Track record of building or materially improving customer success systems and processes, including health scoring, renewals forecasting, playbooks, and segmentation, with measurable impact on retention, expansion, or customer health.
• Strong understanding of key post-sales metrics and leading indicators.
• Experience working in high-growth or startup environments and building structure in ambiguous situations.
• Curiosity about process, workflow, and AI-related challenges.
• Customer-driven approach to improving internal Support processes and the end-customer experience.
• Systems-thinking skills and the ability to map how tools, data, and processes fit together.
• Ability to form hypotheses, run experiments, and measure impact, particularly around AI and automation.
• Continuous-learning mindset, with an interest in documenting, measuring, and refining team practices as AI capabilities evolve.

Nice-to-Have Skills

• Proficiency with SQL and at least one BI platform, such as Sigma, Looker, Metabase, or Tableau.
• Experience designing or operating support automations and AI agents, such as Fin, Glean agents, Zendesk bots, or workflow tools.
• Experience driving change management in Support organizations, including training, communications, and adoption measurement.
• Working knowledge of SaaS products and cloud technologies.
• Familiarity with knowledge base management and content creation.

Work Arrangement

This is a hybrid role requiring four days per week in the Mountain View office.

Compensation and Benefits

The standard base salary range is $120,000–$175,000 annually. Compensation depends on factors including location, level, job-related knowledge, skills, and experience. The role may also 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 daily healthy lunches.

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