Designated Technical Support Engineer
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Yesterday
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1 Vacancy
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Job Summary
About Glean:
Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industrys most advanced enterprise search has evolved into a full-scale Work AI ecosystem powering intelligent Search an AI Assistant and scalable AI agents on one secure open platform. With over 100 enterprise SaaS connectors flexible LLM choice and robust APIs Glean gives organizations the infrastructure to govern scale and customize AI across their entire business - without vendor lock-in or costly implementation cycles.
At its core Glean is redefining how enterprises find use and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map the relationships between people content and activity delivering deeply personalized context-aware responses for every employee. This foundation powers Gleans agentic capabilities - AI agents that automate real work across teams by accessing the industrys broadest range of data: enterprise and world structured and unstructured historical and real-time. The result: measurable business impact through faster onboarding hours of productivity gained each week and smarter safer decisions at every level.
Recognized by Fast Company as one of the Worlds Most Innovative Companies (Top 10 2025) by CNBCs Disruptor 50 Bloombergs AI Startups to Watch (2026) Forbes AI 50 and Gartners Tech Innovators in Agentic AI Glean continues to accelerate its global impact. With customers across 50 industries and 1000 employees in more than 25 countries were helping the worlds largest organizations make every employee AI-fluent and turning the superintelligent enterprise from concept into reality.
If youre excited to shape how the world works youll help build systems used daily across Microsoft Teams Zoom ServiceNow Zendesk GitHub and many more - deeply embedded where people get things done. Youll ship agentic capabilities on an open extensible stack with the craft and care required for enterprise trust as we bring Work AI to every employee in every company.
About the Role:
Glean is seeking a talented Designated Technical Support Engineer to join our rapidly expanding venture-backed startup. We are building a modern knowledge assistant personalized to every employee in your organization making all information within your company accessible contextual and fresh. Our team works hard and plays hard. We are professional creative passionate and most importantly - customer-obsessed. As a trusted technical resource to the customer you will provide both proactive and reactive support to our growing customer base. By providing the highest level of service to our customers you will ensure our customer experience is the best in the industry. Please note that this role will be dedicated to select customers and requires additional background screenings/clearances/training/certification carry & use of customer-provided equipment and extended on-call shift timing based on customer contractual obligations.
You will:
- Own the proactive and reactive support for Glean customers by prioritizing issues for your designated customer(s)
- Meet with your assigned customers regularly to review issues and develop resolution plans and drive continuous improvement in how you and your Glean teammates provide support to them
- Be available to your assigned customers via collaborative communication channels consistently to ensure you are providing timely responses and updates on issues
- Create and maintain customer-specific runbooks and knowledge articles
- Provide first response technical troubleshooting resolution and follow-through of customer issues and inquiries
- Assist customers in the configuration set-up and verification of new content sources and product features to enable them to realize additional value for their users
- Educate customers on the use of Glean product features
- Identify system and user health issues then create and execute remediation plans while coordinating and updating the customer accordingly
- Handle customer-impacting alerts which require coordination with customer admin and system resources through resolution
- Work closely with teams across Glean to drive product process and service improvements
- Drive key improvement projects that will improve the scale and efficiency of support while providing upgrades to the customers support experience
- Coordinate all support activities with your assigned customer(s) which may include more stringent access and security processes ensuring you move with high urgency for their issues.
- Represent the unique needs of your assigned customer(s) with respect to product and security improvements that will improve the customer support experience
About you:
- Technically curious: you have a never-ending desire to add technical knowledge and skills to your personal toolkit and share those learnings with your peers
- Fearless: you have an intense need to tackle the toughest customer issues and technically complex issues with the goal of driving customer satisfaction
- Strong communicator: you are a professional presenter with superior interaction skills with both customers and internal teams
- Detail-oriented: you are highly organized and methodical ensuring all issues are managed to completion
- Data-driven: you utilize metrics and objective measurements to assess success and improvement opportunities for yourself and for the customer experience
- Problem solving: technical problem-solving skills including the ability to troubleshoot and isolate issues to their root cause
- Ability to debug issues including searching & reading application logs analyzing stack traces and browser trace files
- Experience in at least one of the following disciplines: Customer Solutions Engineering Support Engineering Professional Services
- Hands-on experience 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
- Must have experience in troubleshooting REST API issues
- Working experience on SSO SAML and OAuth along with network troubleshooting
- Able to fully document issues you manage and contribute to the support knowledge base
- Good-to-haves:
- Knowledge of SQL/database Basic Kubernetes Intermediate/Advanced Linux
- Experience in using Github Jira & Confluence
- Basic knowledge of LLMs and how GPT works
Location:
- This role is hybrid (3 days a week in our Bangalore office)
Compensation & Benefits:
Compensation offered will be determined by factors such as location level job-related knowledge skills and experience. Certain roles may be eligible for variable compensation equity and benefits.
We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. Were committed to an inclusive and diverse company. We do not discriminate based on gender ethnicity sexual orientation religion civil or family status age disability or race.
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AI-First Mindset at Glean:
At Glean AI fluency is core to how we work and were committed to ensuring every new hire feels confident integrating AI into their everyday work. As part of the interview process youll complete a brief AI-focused exercise or discussion so we can understand how you think about design and use AI to drive impact in your role. Feel free to reference any tools platforms or workflows you use today prior Glean experience isnt required.
Global Data Privacy Notice for Job Candidates and Applicants:
Depending on your location the General Data Protection Regulation (GDPR) California Consumer Privacy Act (CCPA) or other privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available in our . By submitting your application you are agreeing to our use and processing of your data as applicants and their applications are subject to arbitration of disputes as outlined in our Applicant Arbitration Agreement.
By clicking Submit Application I confirm that I have read the Global Data Privacy Notice and the Applicant Arbitration Agreement and I agree to the terms.
Required Experience:
IC
About Company
Glean was created to deliver healthy and fresh foods - made directly from fruits and vegetables - into your hands! Sweet Potato Flour & Pumpkin Flour now available. Our team is made up of a handful of passionate people who have worked in food and agriculture most of their careers - ... View more
