Designated Technical Support Engineer - Central/East

Overview

Glean is hiring a Designated Technical Support Engineer to provide proactive and reactive technical support to a set of assigned customers, serving as their trusted technical resource.

What you'll do

• Own proactive and reactive support for designated customers by prioritizing their issues
• Meet regularly with assigned customers to review issues, develop resolution plans and drive continuous improvement in support
• Be available to assigned customers via collaborative communication channels to provide timely responses and updates
• 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 configuring, setting up and verifying new content sources and product features
• Educate customers on the use of Glean product features
• Identify system and user health issues, then create and execute remediation plans while updating the customer
• Handle customer-impacting alerts, coordinating with customer admins and system resources through resolution
• Work closely with teams across Glean to drive product, process and service improvements
• Drive key improvement projects that improve the scale and efficiency of support and the customer support experience
• Coordinate all support activities with assigned customers, including stricter access and security processes, moving with high urgency
• Represent the unique needs of assigned customers regarding product and security improvements

What you'll need

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

Nice to have

• Knowledge of SQL/databases, basic Kubernetes, intermediate/advanced Linux
• Experience using GitHub, Jira and Confluence
• Basic knowledge of LLMs and how GPT works

Details

• Remote role, but may require flexible working hours
• Dedicated to select customers; requires additional background screenings, clearances, training and certification
• Carry and use of customer-provided equipment
• Extended on-call shift timing based on customer contractual obligations
• Base salary range: $120,000–$170,000 USD annually, depending on location, level, knowledge, skills and experience