Support Escalation Manager

Glean

Job Location:

Bengaluru - India

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

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 highly capable and customer-obsessed Support Escalation Manager to lead the resolution of complex technical escalations and serve as a critical bridge between customers Support Engineering Product and role is responsible for driving high-severity and business-critical issues to resolution with urgency structure and clear communication. You will combine strong technical troubleshooting depth with calm operational leadership ensuring escalated issues are investigated thoroughly customer expectations are managed well and learnings are translated into durable process and product improvements. You will play a key role in strengthening Gleans escalation management function by improving how we investigate issues communicate during high-pressure situations measure performance and scale best practices across the support organization.

You will:

Own complex customer escalations end to end serving as the primary point of contact for high-impact technical issues and ensuring strong documentation clear next steps and timely resolution.
Lead structured investigations across Support Engineering Product and QA to diagnose issues isolate root causes and drive both short-term mitigation and long-term fixes.
Maintain direct and proactive customer communication throughout the escalation lifecycle providing clear updates setting expectations appropriately and helping preserve customer trust during sensitive situations.
Conduct deep root cause analysis for escalated cases and convert findings into actionable recommendations that reduce repeat issues and improve product reliability.
Build strong cross-functional operating rhythms for escalations including stakeholder reviews issue tracking follow-ups and clear handoffs between teams.
Analyze escalation trends operational bottlenecks and customer pain points to identify opportunities for workflow improvements faster time to resolution and better customer outcomes.
Track and report on key escalation metrics such as response times resolution times customer impact and customer satisfaction and use those insights to drive improvements.
Create and maintain high-quality documentation for escalated issues troubleshooting patterns runbooks and internal knowledge-sharing.
Mentor and enable support team members on escalation best practices structured troubleshooting customer communication and documentation quality.
Act as a strong voice of the customer internally by surfacing recurring pain points influencing prioritization and helping ensure customer needs are represented in product and engineering discussions.

About you:

58 years of experience in technical support support engineering customer solutions engineering professional services or a related customer-facing technical function with meaningful experience handling complex escalations.
Bring strong technical troubleshooting and problem-solving skills with the ability to break down ambiguous issues isolate root cause and drive investigations using evidence rather than guesswork.
Comfortable debugging issues through logs stack traces browser traces API responses and related diagnostic artifacts.
Hands-on experience with at least one of the following areas: search technologies knowledge technologies enterprise SaaS products or SaaS-based integrations.
Working knowledge of cloud environments such as GCP AWS or Azure.
Experience troubleshooting REST APIs authentication issues and enterprise configuration problems including SSO SAML OAuth and network-related issues.
Excellent written and verbal communicator who can explain technical issues clearly to both technical and non-technical audiences including customers and senior internal stakeholders.
Highly organized and operationally strong with the ability to manage multiple concurrent escalations maintain crisp documentation and keep cross-functional workstreams moving.
Data-driven and comfortable using metrics to assess escalation health identify trends and recommend process changes.
Experience building strong partnerships across Support Engineering Product QA and customer-facing teams.
Care deeply about customer experience and know how to balance advocacy for the customer with good internal judgment and prioritization.
Comfortable coaching others sharing knowledge and helping raise the bar on team troubleshooting and escalation practices.
Familiarity with AI tools and practical ways they can improve troubleshooting summarization documentation and operational efficiency.
Nice to have:
- Knowledge of SQL or databases Linux or Kubernetes.
- Experience with tools such as GitHub Jira Confluence Zendesk or similar systems.

Location:

This role is hybrid (3 days a week in our Bangalore office)
This role follows EST shift hours which are 5:30 PM to 2:30 AM IST.

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.

#LI-HYBRID

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:

Manager

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 10...