Escalation Manager

About Glean:

Founded in 2019, Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find, organize, and share information across their teams. By integrating seamlessly with tools like Google Drive, Slack, and Microsoft Teams, Glean ensures employees can access the right knowledge at the right time, boosting productivity and collaboration. The company’s cutting-edge AI technology simplifies knowledge discovery, making it faster and more efficient for teams to leverage their collective intelligence.

Glean was born from Founder & CEO Arvind Jain’s deep understanding of the challenges employees face in finding and understanding information at work. Seeing firsthand how fragmented knowledge and sprawling SaaS tools made it difficult to stay productive, he set out to build a better way - an AI-powered enterprise search platform that helps people quickly and intuitively access the information they need. Since then, Glean has evolved into the leading Work AI platform, combining enterprise-grade search, an AI assistant, and powerful application- and agent-building capabilities to fundamentally redefine how employees work.

About the Role:

Glean is seeking a talented multitasking Technical Escalation Manager to join our rapidly expanding, venture-backed startup.  We are building a modern knowledge assistant personalized to every employee in your organization, making all information within your company accessible, contextual, and fresh. Our team works hard and plays hard. We are professional, creative, passionate, and most importantly - customer-obsessed.

Technical Escalation Manager is a critical role within our organization, responsible for overseeing the resolution of complex technical issues escalated by customers. This position requires a blend of technical expertise, customer-focused problem-solving, and strong communication skills. The Technical Escalation Manager will work closely with customers, support teams, and engineering to ensure that escalated issues are resolved efficiently and effectively, thereby enhancing customer satisfaction and product reliability.

You will:

• Serve as the primary point of contact for escalated technical issues, ensuring a thorough understanding and clear documentation of customer challenges.
• Lead investigations of complex cases, coordinating with engineering and support teams to drive swift and effective resolutions.
• Collaborate cross-functionally with Product Management, Engineering, and Quality Assurance to identify root causes and implement improvements.
• Communicate directly with customers throughout the escalation process—providing timely updates, managing expectations, and gathering actionable feedback.
• Conduct root cause analyses, document findings, and partner with engineering to develop long-term solutions that prevent future issues.
• Create and maintain comprehensive records of escalations, resolutions, and best practices, contributing to internal knowledge bases and training resources.
• Analyze escalation trends to identify opportunities for process and workflow enhancements that improve efficiency and customer experience.
• Track, report, and present key metrics to senior management, highlighting trends, challenges, and areas for improvement.
• Mentor and train support team members, sharing best practices for handling technical escalations and elevating customer communication skills.
• Advocate for customer needs internally, building strong relationships and ensuring their technical requirements inform product development and enhancements.

About you:

• Technical problem-solving skills, including the ability to troubleshoot and isolate issues to their root cause
• Ability to debug issues including searching & reading application logs, analyzing stack traces and browser trace files
• Experience in at least one of the following disciplines: Customer Solutions Engineering, Support Engineering, Professional Services
• Hands-on experience in at least one of the following: search technologies, knowledge technologies, SaaS-based system integrations
• Experience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure
• Experience in troubleshooting REST API issues
• Working experience on SSO, SAML, and OAuth, along with network troubleshooting
• Ability to fully document issues and contribute to the support knowledge base

Good-to-have:

• Knowledge of SQL/database, basic Kubernetes, intermediate/advanced Linux
• Experience in using Github, Jira & Confluence
• Basic knowledge of LLM’s and how GPT works

Location:

• This role is hybrid (3 days a week in our Palo Alto office)