Technical Support Engineer

About Glean

Were on a mission to make knowledge work faster and more humane. We believe that AI will fundamentally transform how people work. In the future everyone will work in tandem with expert AI assistants who find knowledge create and synthesize information and execute work. These assistants will free people up to focus on the higherlevel creative aspects of their work.

Were building a system of intelligence for every company in the world. On the surface you can think of it as Google ChatGPT for the enterprise. Under the hood our platform is the connective tissue between AI and knowledge. It brings all of a companys knowledge together understands it at a deep level provides industryleading search relevance over it and connects it to generative AI agents and applications.

Glean was founded by a seasoned team of former Google search and Facebook engineers who saw a need in the enterprise space for their technical depth and passion for AI. Were a diverse team of curious and creative people who want to help each other get big things doneso we can help other teams do the same.

Were backed by some of the Valleys leading venture capitalistsincluding Sequoia Kleiner Perkins Lightspeed and General Catalystand have assembled a worldclass team with senior leadership experience at Google Slack Facebook Dropbox Rubrik Uber Intercom Pinterest Palantir and others

About the Role

Glean is looking for a talented Technical Support Engineer to join our rapidly expanding venturebacked startup to support our growing customer base by providing them with a superior support experience to pair with our amazing product.

As a Technical Support Engineer you will partner with the Field team and customer to drive successful outcomes to all levels of inquiries and issues they may encounter in their Glean journey. You will be part of a team of motivated seasoned support professionals this team lives and breathes our company value customerobsessed.

What you will be doing:

• Please note that this role will support customers globally and we are flexible to have the work start time aligned to either USEast or USWest business hours
• Provide highquality customer communication technical troubleshooting resolution and followthrough for all assigned customer issues and inquiries ensuring we meet or exceed all customer and internal SLAs
• 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 customerimpacting 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 highimpact incidents when needed
• Work closely with teams across Glean to drive product process and service improvements

What we are looking for:

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 SaaSbased systems
• Selfmotivated: proactive approach to delivering service to customers
• Detailoriented: highly organized and methodical ensuring all issues are managed to completion
• Datadriven: utilize metrics and objective measurements to assess success and improvement opportunities for customers
• Fluency English required fluency in a foreign language a huge plus
• CSM Experience in a productled or SaaS company is a plus

Technical skills:

• Problemsolving: 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 enduser device
• Experience in at least one of the following disciplines: Customer Success Management Support Engineering Professional Services Technical Project Management
• Experience in a customerfacing role in at least one of the following: Search technologies Knowledge technologies SaaSbased system integrations
• Experience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP) Amazon Web Services (AWS) or Microsoft Azure.

Education & Experience

Bachelors Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience. We are hiring at all role levels from junior to principal level.

Benefits

• Competitive compensation
• Medical Vision and Dental coverage
• Flexible work environment and timeoff policy
• 401k
• Company events
• A home office improvement stipend when you first join
• Annual education stipend
• Wellness stipend
• Healthy lunches and dinners provided daily

For California based applicants:

The standard base salary range for this position is $75000 $150000 annually. Compensation offered will be determined by factors such as location level jobrelated knowledge skills and experience. Certain roles may be eligible for variable compensation equity and benefits.