Technical Support 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 highly motivated and experienced Technical Support Manager to lead our technical support team. The Technical Support Manager will be responsible for ensuring our customers receive timely and effective technical assistance. This role involves managing a team of support professionals, developing and implementing support strategies, and driving continuous improvement in our support operations.

You will:

• Lead, mentor, and manage the technical support team to deliver high performance and exceptional customer satisfaction.
• Conduct regular team meetings, hold performance reviews, and provide ongoing coaching and development opportunities.
• Foster a positive, collaborative, and inclusive team environment.
• Recruit, train, and onboard new support team members, ensuring a smooth integration into the team.
• Develop and implement efficient support processes and procedures to optimize team operations.
• Monitor and analyze support metrics such as response times and resolution rates to drive continuous improvement.
• Ensure timely and accurate resolution of customer technical issues, maintaining high support standards.
• Oversee the support ticketing system and ensure all support interactions are thoroughly documented.
• Serve as the escalation point for complex technical issues and customer complaints, resolving them effectively.
• Build and maintain strong relationships with key customers and stakeholders to support long-term success.
• Collect and analyze customer feedback to identify opportunities for enhancing the customer experience.
• Proactively communicate updates, issues, and resolutions to customers to keep them informed.
• Identify and drive process improvements to increase support team efficiency and effectiveness.
• Develop and maintain comprehensive support documentation, including knowledge base articles and FAQs.
• Ensure all support processes and procedures are accurately documented and kept up-to-date.
• Generate reports and analyze data to uncover trends and highlight areas for ongoing improvement.

About you:

• 5-7 years of experience in technical support, with at least 3 years in a management or leadership role.
• Strong technical understanding and problem-solving skills.
• Proven experience in building cross-functional alignment with peer managers in R&D and GTM.
• Experience with support ticketing systems (zendesk) / CRM software.
• Strong analytical skills and the ability to make data-driven decisions to improve operational efficiency.
• Proven ability to lead cross-functional teams and manage multiple projects simultaneously.
• Excellent communication and interpersonal skills.
• Proven ability to lead and motivate a team.
• Ability to work independently and manage multiple priorities.

Good-to-have:

• Certifications such as ITIL, HDI, or relevant technical certifications

Location: (Please select one)

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

Compensation & Benefits:

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

We offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals. When you join, you'll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused.

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.

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