Designated Technical Support Engineer

2 Months ago • All levels • Software Development & Engineering

Job Summary

Job Description

As a Designated Technical Support Engineer at Glean, you will provide proactive and reactive support to a dedicated set of customers, ensuring a high level of service. Your responsibilities include managing customer issues, developing resolution plans, creating and maintaining customer-specific documentation, troubleshooting technical issues, and assisting with content source configuration. You'll also identify and remediate system and user health issues, coordinate with customer admins, and work with internal teams to improve products and processes. This role requires strong communication, problem-solving, and technical skills to ensure customer satisfaction and continuous improvement in support operations.
Must have:
  • Technical problem-solving skills and issue troubleshooting.
  • Ability to debug issues including application logs and stack traces.
  • Experience in Customer Solutions or Support Engineering.
  • Hands-on experience in Search or Knowledge technologies.
  • Experience with Cloud technologies (GCP, AWS, or Azure).
  • Experience in troubleshooting REST API issues.
  • Working experience on SSO, SAML, and OAuth.
Good to have:
  • Knowledge of SQL/database, Basic Kubernetes, and Linux.
  • Experience in using Github, Jira & Confluence.
  • Basic knowledge of LLMs and how GPT works.
Perks:
  • Competitive compensation
  • Medical, Vision, and Dental coverage
  • Flexible work environment and time-off policy
  • 401k
  • Company events
  • Home office improvement stipend
  • Annual education stipend
  • Wellness stipend
  • Healthy lunches and dinners provided daily

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

About the Role

Glean is looking for a talented Designated Technical Support 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 provide both proactive and reactive support to 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 be doing

  • Please note that this role will be dedicated to select customers and requires additional background screenings/clearances/training/certification, carry & use of customer-provided equipment, and extended on-call shift timing based on customer contractual obligations.
  • Own the proactive and reactive support for Glean customers by prioritizing issues for your designated customer(s)
  • Meet with your assigned customers regularly to review issues and develop resolution plans and drive continuous improvement in how you and your Glean teammates provide support to them
  • Be available to your assigned customers via collaborative communication channels consistently to ensure you are providing timely responses and updates on issues
  • Create and maintain customer-specific runbooks and knowledge articles
  • Provide first response, technical troubleshooting, resolution, and follow-through of customer issues and inquiries
  • Assist customers in the configuration, set-up, and verification of new content sources and product features to enable them to realize additional value for their users
  • Educate customers on the use of Glean product features
  • Identify system and user health issues, then create and execute remediation plans while coordinating and updating the customer accordingly
  • 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
  • Drive key improvement projects that will improve the scale and efficiency of support, while providing upgrades to the customers’ support experience
  • Coordinate all support activities with your assigned customer(s), which may include more stringent access and security processes, ensuring you move with high urgency for their issues.
  • Represent the unique needs of your assigned customer(s) with respect to product and security improvements that will improve the customer support experience

Who you are

  • Technically curious: you have a never-ending desire to add technical knowledge and skills to your personal toolkit and share those learnings with your peers
  • Fearless: you have an intense need to tackle the toughest customer issues and technically complex issues with the goal of driving customer satisfaction
  • Strong communicator: you are a professional presenter with superior interaction skills with both customers and internal teams
  • Detail-oriented: you are highly organized and methodical, ensuring all issues are managed to completion
  • Data-driven: you utilize metrics and objective measurements to assess success and improvement opportunities for yourself and for the customer experience

Key knowledge and skills required

Must-haves

  • Problem solving: 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
  • Must have experience in troubleshooting REST API issues
  • Working experience on SSO, SAML, and OAuth along with network troubleshooting
  • Able to fully document issues you manage and contribute to the support knowledge base

Good-to-haves

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

Benefits

  • Competitive compensation
  • Medical, Vision and Dental coverage
  • Flexible work environment and time-off policy
  • 401k
  • Company events
  • A home office improvement stipend when you first join
  • Annual education stipend
  • Wellness stipend
  • Healthy lunches and dinners provided daily
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

Aeries technology - Associate Deal Desk Analyst

Aeries technology

Bengaluru, Karnataka, India (On-Site)
3 Weeks ago
DevRev - Senior Customer Success Manager

DevRev

New York, United States (On-Site)
2 Weeks ago
Glean - Senior Site Reliability Engineer

Glean

Palo Alto, California, United States (Hybrid)
1 Month ago
Saviynt - Technical Lead, Professional Services

Saviynt

Atlanta, Georgia, United States (Remote)
9 Months ago
Palo Alto Networks - Revenue Manager - NPI

Palo Alto Networks

Santa Clara, California, United States (On-Site)
3 Weeks ago
Rackspace Technology - Senior Backup Engineer

Rackspace Technology

Riyadh, Riyadh Province, Saudi Arabia (On-Site)
1 Month ago
Apple - Wireless PHY Design Verification Engineer

Apple

San Diego, California, United States (On-Site)
1 Month ago
Ansys - Lead Application Engineer

Ansys

Montigny-le-Bretonneux, Île-de-France, France (Hybrid)
1 Month ago
Ansys - Application Engineer II SCBU

Ansys

Canonsburg, Pennsylvania, United States (On-Site)
1 Month ago
Penrose studios - Software Engineer

Penrose studios

San Francisco, California, United States (On-Site)
4 Years ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

N-ix - Data Engineer (with Databricks)

N-ix

Poland (Remote)
4 Months ago
Forcepoint - Principal Product Manager

Forcepoint

Cork, County Cork, Ireland (On-Site)
2 Weeks ago
Clearwater Analytics - Sales Operations Lead - Hedge Funds

Clearwater Analytics

New York, United States (On-Site)
1 Month ago
Capgemini - Application Consultant

Capgemini

Mumbai, Maharashtra, India (On-Site)
3 Months ago
Zinnia - Business Solutions Architect

Zinnia

Alpharetta, Georgia, United States (Hybrid)
2 Months ago
Nice - Account Executive

Nice

Singapore (Hybrid)
1 Month ago
Ziff Davis - Senior Revenue Recognition Accountant

Ziff Davis

United States (Remote)
2 Months ago
Highspot - Senior Product Manager, Search and AI

Highspot

Hyderabad, Telangana, India (Hybrid)
2 Months ago
Zenoti - Sales Development Representative - Outbound

Zenoti

Hyderabad, Telangana, India (On-Site)
1 Month ago
Arkose Labs - Security Analyst (Evening Shift)

Arkose Labs

Brisbane, Queensland, Australia (On-Site)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in New York, New York, United States

whoop - Digital Media Specialist

whoop

Boston, Massachusetts, United States (On-Site)
1 Month ago
Mixpanel - Senior Account Executive, Enterprise

Mixpanel

New York, New York, United States (Hybrid)
2 Weeks ago
Expedia - Apple Card Marketing Manager

Expedia

Cupertino, California, United States (On-Site)
1 Month ago
Patreon - Senior Frontend Engineer, Insights

Patreon

New York, New York, United States (Hybrid)
3 Months ago
C3 IoT - Lead/Senior Software Engineer, Full-Stack – AI Studio

C3 IoT

Redwood City, California, United States (On-Site)
3 Weeks ago
Publicis Groupe - Front Line

Publicis Groupe

Atlanta, Georgia, United States (On-Site)
1 Week ago
plexonic games - Game Analytics Specialist

plexonic games

United States (On-Site)
1 Month ago
Blinkhealth - Supervisor, Pharmacy Operations (Claims and Patient Outreach)

Blinkhealth

Pittsburgh, Pennsylvania, United States (On-Site)
2 Months ago
Apple - Marketing Strategist, Future Retail Initiatives

Apple

Cupertino, California, United States (On-Site)
2 Months ago
Take-Two Interactive - Senior Architect II - AI

Take-Two Interactive

Texas, United States (Remote)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Software Development & Engineering Jobs

Gusto - Sr Software Engineer, Reliability Engineering

Gusto

Denver, Colorado, United States (Remote)
1 Week ago
Linden lab - Senior Software Engineer

Linden lab

San Francisco, California, United States (Hybrid)
1 Week ago
Clearwater Analytics - Software Development Manager

Clearwater Analytics

Noida, Uttar Pradesh, India (Hybrid)
1 Week ago
Enphase Energy - Staff Engineer - Embedded Firmware

Enphase Energy

Bengaluru, Karnataka, India (On-Site)
5 Months ago
LLNL - Materials Engineering Division Undergraduate Intern - Fall 2025

LLNL

Livermore, California, United States (On-Site)
3 Weeks ago
Escape Velocity Entertainment - Release Engineer

Escape Velocity Entertainment

(Remote)
4 Months ago
Qualcomm - Staff RTL Design Engineer

Qualcomm

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Accenture - Advanced Application Engineer

Accenture

Chennai, Tamil Nadu, India (On-Site)
2 Months ago
The Walt Disney Company - Maintenance Engineer

The Walt Disney Company

Anaheim, California, United States (On-Site)
3 Months ago
bytedance - Software Development Engineer (SDN Traffic Intelligence & Control)

bytedance

Seattle, Washington, United States (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

About The Company

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.

Palo Alto, California, United States (Hybrid)

San Francisco, California, United States (Hybrid)

San Francisco, California, United States (Hybrid)

San Francisco, California, United States (Hybrid)

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (Hybrid)

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (Hybrid)

Palo Alto, California, 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