Technical Support Engineer

About Glean:

Founded in 2019 Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find organize and share information across their teams. By integrating seamlessly with tools like Google Drive Slack and Microsoft Teams Glean ensures employees can access the right knowledge at the right time boosting productivity and collaboration. The companys cutting-edge AI technology simplifies knowledge discovery making it faster and more efficient for teams to leverage their collective intelligence.

Glean was born from Founder & CEO Arvind Jains deep understanding of the challenges employees face in finding and understanding information at work. Seeing firsthand how fragmented knowledge and sprawling SaaS tools made it difficult to stay productive he set out to build a better way - an AI-powered enterprise search platform that helps people quickly and intuitively access the information they need. Since then Glean has evolved into the leading Work AI platform combining enterprise-grade search an AI assistant and powerful application- and agent-building capabilities to fundamentally redefine how employees work.

• Own the implementation customization proactive and reactive support for Glean customers
• Provide first response technical troubleshooting resolution and follow-through of customer issues and inquiries
• Assist customers in on-boarding additional datasources into Glean to increase the content and knowledge for their users search experience
• Educate customers on the use of Glean product features as needed
• Identify system and user health issues through analysis key metrics devise a remediation plan and execute while coordinating and updating the customer when needed
• 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

About you:

• Communication: professional presentation and interaction skills with both customers and internal teams
• Project planning: plan and execute technical implementation of customer projects including configuration and customization with integrations to SaaS-based systems
• Self-motivated: proactive approach to delivering service to customers
• Detail-oriented: highly organized and methodical ensuring all issues are managed to completion
• Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers

• Problem solving: technical problem solving skills including 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 on troubleshooting REST API issues
• Working experience on SSO SAML and OAuth & network troubleshooting
• Should be able to document the issues and contribute to support knowledge base
• Knowledge on SQL/database Basics Kunbernetes Intermediate/Advanced Linux
• Good to have experience on using Github Jira & confluence
• Basic knowledge on LLM and how GPT works is a plus

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.

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