Technical Support Engineer

Overview

Technical Support Engineer responsible for proactive and reactive technical support and expansion for Glean customers.

What you'll do

• Own implementation, customization, and proactive/reactive support for Glean customers.
• Provide first response, troubleshooting, resolution, and follow-through for customer issues.
• Onboard additional datasources into Glean for customer users’ search experience.
• Educate customers on Glean product features as needed.
• Identify system and user health issues via key metrics, plan remediation, and coordinate updates.
• Handle customer-impacting alerts requiring coordination with customer admins and system resources.
• Collaborate with internal teams on product, process, and service improvements.

What you'll need

• Minimum 7 years of experience in Technical Support.
• Professional communication skills for customers and internal teams.
• Ability to plan and execute technical implementation projects (configuration and customization) with SaaS integrations.
• Experience troubleshooting REST API issues.
• Experience working with SSO, SAML, OAuth, and network troubleshooting.
• Skills to debug by searching and reading application logs, analyzing stack traces, and browser trace files.
• Cloud experience with at least one of GCP, AWS, or Microsoft Azure.

Details

• Hybrid role: 3 days a week in the Bangalore office.