Designated Technical Support Engineer Ops
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 define support metrics, build dashboards, and present operational insights. You will own AI-powered support tooling, improve automation performance, launch AI use cases, and establish guardrails and monitoring. You will lead productivity projects, experiments, workflow improvements, documentation, runbooks, knowledge content, and operational SLIs and SLOs.
Requirements
- 5+ years of experience in CX Operations, Revenue Operations, or related GTM operations roles
- Experience improving customer success systems and processes
- Understanding of post-sales metrics and leading indicators
- Experience in high-growth or startup environments
- SQL proficiency and experience with a BI platform
- Experience with support automations and AI agents
- Working knowledge of SaaS products or cloud technologies
- Knowledge base management and content creation
Responsibilities
- Define and refine support metrics
- Build dashboards and recurring reports
- Present operational insights and recommendations
- Own and improve AI-powered support tools
- Analyze automation performance and run structured experiments
- Partner on new AI use cases for Support
- Lead support productivity and customer-experience projects
- Design and run experiments across support workflows
- Analyze workflows and ticket data to identify improvements
- Document processes, SOPs, runbooks, and knowledge content
- Define operational SLIs and SLOs
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
- Daily healthy lunches
Hiring Process
Brief AI-focused exercise or discussion as part of the interview process.