Designated Technical Support Engineer - West

Overview

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

What you'll do

• Own proactive and reactive support for designated Glean 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 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 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 coordinating and 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 more stringent access and security processes, with high urgency.
• Represent the unique needs of assigned customers with respect to product and security improvements.

What you'll need

• Technical problem-solving skills, including the ability to troubleshoot and isolate 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/database.
• 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.
• Standard base salary range: $143,000 - $170,000 USD annually.