Technical Support Engineer

Glean is a rapidly expanding Work AI platform that helps organizations work smarter with AI. The Technical Support Engineer will provide high-quality customer communication and technical troubleshooting to ensure customer satisfaction and successful outcomes during their Glean journey.

Responsibilities

• Provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned customer issues and inquiries, ensuring we meet or exceed all customer and internal SLA’s
• Assist customers with new product features & configurations along with onboarding new datasources and integrations into Glean to increase the content and knowledge for their users' search and assistant experience
• Educate customers on the use of Glean product features as needed
• Identify customer system health issues by analyzing key metrics and dashboards, then devising and executing a remediation plan while coordinating and updating the customer throughout
• Resolve customer-impacting alerts and drive customer change requests by coordinating activities with customer administrators
• Contribute to customer help articles and internal runbooks to improve overall support delivery
• Provide root cause analysis documents to explain high-impact incidents when needed
• Work closely with teams across Glean to drive product, process, and service improvements

Skills

• Fluency English required, fluency in a foreign language a huge plus
• Bachelor's Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience
• Interpersonal skills: Communication: professional presentation and interaction skills with both customers and internal teams
• Project planning: plan and execute implementation of customer projects, including configuration and customization with integrations to SaaS-based systems
• Self-motivated: proactive approach to delivering service to customers
• Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion
• Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers
• Problem-solving: troubleshoot and identify the root cause of issues utilizing all elements of the technical stack from network, system, database, storage, and application through to the end-user device
• Experience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project Management
• Experience in a customer-facing role 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
• CSM Experience in a product-led or SaaS company is a plus

Benefits

• Medical, Vision, and Dental coverage
• Generous time-off policy
• Opportunity to contribute to your 401k plan
• Home office improvement stipend
• Annual education and wellness stipends
• Healthy lunches daily

Company Overview

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