Software Engineer (Support Tools Developer)

About Glean

We’re on a mission to make knowledge work faster and more humane. We believe that AI will fundamentally transform how people work. In the future, everyone will work in tandem with expert AI assistants who find knowledge, create and synthesize information, and execute work. These assistants will free people up to focus on the higher-level, creative aspects of their work.

We’re building a system of intelligence for every company in the world. On the surface, you can think of it as Google + ChatGPT for the enterprise. Under the hood, our platform is the connective tissue between AI and knowledge. It brings all of a company’s knowledge together, understands it at a deep level, provides industry-leading search relevance over it, and connects it to generative AI agents and applications.

Glean was founded by a seasoned team of former Google search and Facebook engineers who saw a need in the enterprise space for their technical depth and passion for AI. We’re a diverse team of curious and creative people who want to help each other get big things done—so we can help other teams do the same. 

We're backed by some of the Valley's leading venture capitalists—including Sequoia, Kleiner Perkins, Lightspeed, and General Catalyst—and have assembled a world-class team with senior leadership experience at Google, Slack, Facebook, Dropbox, Rubrik, Uber, Intercom, Pinterest, Palantir, and others.

Role

Glean is seeking a talented Support Tools Developer to join our rapidly expanding team. As part of a venture-backed startup, you will be instrumental in developing and maintaining tools that support our internal and external user needs. Your work will ensure a high-quality customer experience by automating processes, creating efficient workflows, and providing robust support tools.

What you will do and achieve

• As a Support Tools Developer, you will be responsible for creating, enhancing, and maintaining software tools that support our customer service and technical support teams. You will work closely with cross-functional teams, including customer support, product management, and engineering, to identify and implement tools that streamline support processes and improve service quality.

Key responsibilities

• Design, develop, and maintain internal support tools used by technical support & operations teams.
• Collaborate with internal stakeholders to understand their tool requirements and challenges.
• Identify areas for automation and create solutions to reduce manual efforts.
• Develop dashboards and reporting tools for monitoring customer issues and team performance.
• Integrate support tools with existing systems (CRM, ticketing systems, etc.) to improve workflow and data sharing.
• Troubleshoot, test, and optimize support tools to ensure reliability, performance, and user satisfaction.
• Provide technical support and troubleshooting for support tools, acting as the primary contact for tool-related issues.
• Maintain detailed documentation for all developed tools, including user manuals and technical specifications.
• Monitor usage and gather feedback to continuously improve tools and implement new features.
• Stay current with industry trends and emerging technologies to enhance tools and maintain best practices.

Key knowledge and skills required

Must-haves

• Experience level: Approximately 1-2 years of relevant professional experience.
• Proven experience as a developer or engineer, with expertise in building internal tools and systems.
• Strong proficiency in programming languages such as Python, JavaScript, or similar (based on company tech stack).
• Familiarity with support platforms (Zendesk, ServiceNow, Jira, etc.) and experience in integrating tools with these platforms is a plus.
• Experience with database management (SQL, NoSQL) and API development/integration.
• Strong problem-solving skills and attention to detail.
• Excellent communication skills, with the ability to work effectively in a collaborative team environment.
• Ability to work independently and prioritize tasks effectively.
• Experience and certifications in Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure
• Knowledge of cloud network and security concepts with practical implementation experience
• Knowledge of SQL/database, Basic Kubernetes and Intermediate/Advanced Linux. Familiarity with infrastructure as code tools like Terraform 
• 2+ years of coding and debugging experience in Java and Python
• Must have experience in troubleshooting REST API issues
• DevOps experience for deployment and maintenance
• Working experience on SSO, SAML, and OAuth along with network troubleshooting
• Experience in using Github, Jira & Confluence

Good-to-haves

• Basic knowledge of LLM’s and how GPT works
• Able to fully document issues you manage and contribute to the support knowledge base
• Hands-on experience in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.