Designated Technical Support Engineer - West

Details

Glean is seeking a technically curious and customer-obsessed Designated Technical Support Engineer to provide proactive and reactive support for designated enterprise customers. The role involves troubleshooting complex technical issues, configuring content sources and product features, coordinating remediation plans, and driving improvements across product, process, and service operations.

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.
• Maintain consistent communication with customers through collaborative channels, providing timely responses and updates.
• 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 through resolution.
• Work with teams across Glean to improve products, processes, and services.
• 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.
• The role is dedicated to select customers and requires additional background screenings, clearances, training, or certification; use of customer-provided equipment; and extended on-call shift timing based on contractual obligations.

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 at least one of the following areas: Customer Solutions Engineering, Support Engineering, or Professional Services.
• Hands-on experience with at least one of the following: search technologies, knowledge technologies, or SaaS-based system integrations.
• Experience with at least one cloud platform: 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.
• 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 experience.
• Experience using GitHub, Jira, and Confluence.
• Basic knowledge of large language models and how GPT works.

Location

• Remote within the United States.
• Flexible working hours may be required.

Compensation And Benefits

• Standard base salary range: $143,000–$170,000 USD annually.
• Certain roles may be eligible for variable compensation, equity, and 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.

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 in their work.