Technical Support Engineer

2 Hours ago • All levels

Job Summary

Job Description

As a Customer Solutions Engineer at Glean, you will be responsible for implementing, customizing, and providing proactive and reactive support to customers. Your responsibilities include troubleshooting technical issues, assisting with data source onboarding, educating customers on product features, and resolving customer-impacting alerts. You will collaborate with internal teams to improve products, processes, and services, ensuring the highest level of customer service. The role requires strong communication, project planning, and problem-solving skills, along with the ability to analyze data and identify improvement opportunities.
Must have:
  • Technical problem-solving skills to troubleshoot issues
  • Ability to debug issues with logs and trace files
  • Experience in Customer Solutions/Support Engineering/Professional Services
  • Experience with Search, Knowledge, or SaaS integrations
  • Experience with Cloud technologies (GCP, AWS, or Azure)
  • Experience troubleshooting REST API issues
  • Working experience with SSO, SAML, OAuth, and network troubleshooting
  • Ability to document issues and contribute to knowledge base
  • Knowledge of SQL/database, Basics Kubernetes, and Linux
  • Must be able to effectively communicate and collaborate with internal teams.
Good to have:
  • Experience with Github, Jira, and Confluence
  • Basic knowledge on LLM and how GPT works

Job Details

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 looking for a talented Customer Solutions Engineer 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.
 
As a trusted technical resource to the customer, you will drive technical expansion and both proactive & reactive support with our growing customer base.  By providing the highest level of service to our customers, you will ensure our customer experience is the best in the industry.
 
What you will do and achieve
  • Own the implementation, customization, proactive and reactive support for Glean customers
  • Provide first response, technical troubleshooting, resolution and follow-through of customer issues and inquiries
  • Assist customers in on-boarding additional datasources into Glean to increase the content and knowledge for their users' search experience
  • Educate customers on the use of Glean product features as needed
  • Identify system and user health issues through analysis key metrics, devise a remediation plan and execute while coordinating and updating the customer when needed
  • Handle customer-impacting alerts which require coordination with customer admin and system resources through resolution
  • Work closely with teams across Glean to drive product, process and service improvements

Who you are

  • Communication: professional presentation and interaction skills with both customers and internal teams
  • Project planning: plan and execute technical implementation of customer projects including configuration and customization with integrations to SaaS-based systems
  • Self-motivated: proactive approach to delivering service to customers
  • Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion
  • Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers
Key knowledge and skills
  • Problem solving: technical problem solving skills including 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
  • Must have experience on troubleshooting REST API issues
  • Working experience on SSO, SAML and OAuth & network troubleshooting
  • Should be able to document the issues and contribute to support knowledge base
  • Knowledge on SQL/database, Basics Kunbernetes, Intermediate/Advanced Linux
  • Good to have experience on using Github, Jira & confluence
  • Basic knowledge on LLM and how GPT works is a plus
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.

Similar Jobs

Blenheim Chalcot India - Operations Analyst

Blenheim Chalcot India

Mumbai, Maharashtra, India (On-Site)
2 Weeks ago
Boomi - Software Principal Engineer - Application Security

Boomi

Conshohocken, Pennsylvania, United States (Hybrid)
2 Weeks ago
Thatgamecompany - Content Producer (Mid/Senior)

Thatgamecompany

United States (Remote)
1 Month ago
Escape Velocity Entertainment - Principal UI Artist - Outsourcing

Escape Velocity Entertainment

(Remote)
1 Month ago
Social Discovery Group - Product Designer

Social Discovery Group

(Remote)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Aptive - Software Engineer

Aptive

Bengaluru, Karnataka, India (On-Site)
6 Days ago
Gaming Innovation Group  - DevOps Engineer

Gaming Innovation Group

Community Of Madrid, Spain (Hybrid)
1 Month ago
Bungie - Contract Associate Creator Marketing Manager

Bungie

(Hybrid)
4 Months ago
Teravision Games - Producer QA

Teravision Games

(Hybrid)
1 Month ago
Boomi - Senior Software Engineer - Platform Architecture Service

Boomi

Bengaluru, Karnataka, India (On-Site)
2 Weeks ago
YallaPlay - Production Lead

YallaPlay

(Remote)
3 Weeks ago
Casumo - Senior Frontend Engineer

Casumo

(Hybrid)
1 Month ago
Neostella - Business Analyst

Neostella

Guadalajara, Jalisco, Mexico (Hybrid)
3 Weeks ago
P99 soft - Senior Full stack Developer (dot.net + Angular)

P99 soft

Pune, Maharashtra, India (On-Site)
2 Weeks ago
People Can Fly - Senior Backend Programmer

People Can Fly

Montreal, Quebec, Canada (Hybrid)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in Bengaluru, Karnataka, India

Electronic Arts - FY26 Project Coordinator

Electronic Arts

Hyderabad, Telangana, India (Hybrid)
1 Week ago
Assystems - Team Leader Structural Design - (Buildings)

Assystems

Pune, Maharashtra, India (On-Site)
6 Months ago
Palo Alto Networks - Senior Manager, FP&A (JAPAC)

Palo Alto Networks

Bengaluru, Karnataka, India (On-Site)
1 Week ago
BestEx Research - Senior Software Engineer

BestEx Research

Bengaluru, Karnataka, India (On-Site)
2 Years ago
Virtusa - Senior QA Lead

Virtusa

Andhra Pradesh, India (On-Site)
9 Months ago
ION - Smalltalk Developer - 708

ION

India (On-Site)
7 Months ago
P99 soft - Sr.QA Engineer (Manual & Automation)

P99 soft

Hyderabad, Telangana, India (On-Site)
2 Weeks ago
Cyara - Senior Software Engineer - BackEnd Platform

Cyara

Hyderabad, Telangana, India (Hybrid)
10 Months ago
BestEx Research - System Administrator

BestEx Research

Bengaluru, Karnataka, India (On-Site)
2 Weeks ago
Grab - Senior Product Analyst

Grab

Bengaluru, Karnataka, India (Hybrid)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Palo Alto, California, United States (Hybrid)

New York, United States (On-Site)

Miami, Florida, United States (On-Site)

Bengaluru, Karnataka, India (On-Site)

Palo Alto, California, United States (Hybrid)

New York, United States (On-Site)

New York, United States (Hybrid)

Bengaluru, Karnataka, India (On-Site)

View All Jobs

Get notified when new jobs are added by Glean

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug