Designated Technical Support Engineer - West

Details

Glean is seeking a technically curious and customer-obsessed Designated Technical Support Engineer to provide proactive and reactive technical support for designated enterprise customers. The role involves troubleshooting complex issues, supporting SaaS integrations and content sources, maintaining customer-specific documentation, coordinating remediation plans, and partnering with teams across Glean to improve products, processes, and support services.

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 improve products, processes, and services.
• Drive projects that improve the scalability and efficiency of support and the customer support experience.
• Coordinate support activities with assigned customers, including stringent access and security processes.
• Represent customer needs in product and security improvement initiatives.
• This role is dedicated to select customers and requires additional background screenings, clearances, training, certification, use of customer-provided equipment, and extended on-call shifts based on customer contractual obligations.

Requirements

• Technical curiosity and a desire to build 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 and presentation skills.
• Detail-oriented, organized, methodical, and data-driven approach.

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.

Location

• Hybrid, 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.
• 401(k) plan.
• Home office improvement stipend.
• Annual education and wellness stipends.
• Regular company events and healthy lunches daily.
• Inclusive and diverse company culture.

Interview Process

Candidates complete a brief AI-focused exercise or discussion covering how they think about, design, and use AI to drive impact. Prior Glean experience is not required.