Designated Technical Support Engineer
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 provide proactive and reactive support for designated customers, prioritize issues, and develop resolution plans. You will troubleshoot technical issues, configure content sources, maintain runbooks and knowledge articles, handle alerts, and educate customers on product features. You will coordinate support activity, improve support processes, and meet customer security and on-call obligations.
Requirements
- Technical problem-solving and root-cause troubleshooting skills
- Ability to read application logs, analyze stack traces, and analyze browser trace files
- Experience in Customer Solutions Engineering, Support Engineering, or Professional Services
- Hands-on experience with search technologies, knowledge technologies, or SaaS integrations
- Experience with GCP, AWS, or Microsoft Azure
- Experience troubleshooting REST APIs
- Experience with SSO, SAML, OAuth, and network troubleshooting
- Ability to document issues and contribute to a support knowledge base
- Additional background screenings, clearances, training, or certification
- Ability to use customer-provided equipment
- Ability to support extended on-call shift timing
Responsibilities
- Provide proactive and reactive support for designated customers
- Prioritize customer issues and develop resolution plans
- Meet regularly with customers to review issues and improve support
- Create and maintain customer-specific runbooks and knowledge articles
- Troubleshoot, resolve, and follow through on customer issues
- Configure, set up, and verify content sources and product features
- Educate customers on product features
- Identify system and user health issues and execute remediation plans
- Handle customer-impacting alerts through resolution
- Drive product, process, and service improvements
- Coordinate support activities under customer access and security processes
- Represent customer needs for product and security improvements
Benefits
- Medical coverage
- Vision coverage
- Dental coverage
- Generous time-off policy
- 401k plan
- Home office improvement stipend
- Annual education stipend
- Annual wellness stipend
- Regular company events
- Healthy lunches daily
Hiring Process
Brief AI-focused exercise or discussion.