Designated Technical Support Engineer - Central/East
Glean is an enterprise AI platform that connects company knowledge and systems to provide permission-aware search, AI assistance, and agents.
Funding history
About Glean
Glean develops enterprise Work AI software. Its platform provides enterprise search, a conversational AI assistant, and tools to build, govern, and orchestrate AI agents using a company’s connected data and permissions.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will be a trusted technical resource for your designated customers, owning proactive and reactive support. You will meet regularly with customers, troubleshoot and resolve issues, help configure new content sources and features, create runbooks and knowledge articles, and drive improvements to support. The role is dedicated to select customers and requires additional background screenings, clearances, training or certification, use of customer-provided equipment, and extended on-call shifts.
Requirements
- Technical problem-solving and root cause troubleshooting
- Ability to debug using application logs, stack traces and browser trace files
- Experience in Customer Solutions Engineering, Support Engineering or Professional Services
- Hands-on experience with search technologies, knowledge technologies or SaaS-based system integrations
- Experience with GCP, AWS or Microsoft Azure
- Experience troubleshooting REST API issues
- Working experience with SSO, SAML, OAuth and network troubleshooting
- Able to document issues and contribute to the support knowledge base
- Willingness to complete background screenings/clearances and extended on-call shifts
- Nice to have: SQL/database, basic Kubernetes, intermediate/advanced Linux
- Nice to have: GitHub, Jira, Confluence
- Nice to have: basic knowledge of LLMs and GPT
Responsibilities
- Own proactive and reactive support for designated customers by prioritizing issues
- Meet regularly with assigned customers to review issues and develop resolution plans
- Stay available to customers via collaborative communication channels for timely responses
- Create and maintain customer-specific runbooks and knowledge articles
- Provide first response, technical troubleshooting, resolution and follow-through
- Assist customers with configuration, set-up and verification of new content sources and product features
- Educate customers on Glean product features
- Identify system and user health issues and execute remediation plans
- Handle customer-impacting alerts in coordination with customer admins
- Work with teams across Glean to drive product, process and service improvements
- Drive improvement projects that increase the scale and efficiency of support
- Coordinate support activities under customer access and security processes
- Represent customer needs regarding product and security improvements
Benefits
- Medical, Vision, and Dental coverage
- Generous time-off policy
- 401k plan contribution opportunity
- Home office improvement stipend
- Annual education stipend
- Annual wellness stipend
- Regular company events
- Healthy lunches daily
- Remote work
- Variable compensation, equity eligibility for certain roles
Hiring Process
The interview process includes a brief AI-focused exercise or discussion.