About this role
To eliminate support bottlenecks and ensure enterprise clients successfully scale their AI deployments, Glean requires a dedicated technical support engineer based in New York, NY or Nashville, TN. This team builds and maintains an advanced Work AI platform that powers intelligent enterprise search, AI assistants, and autonomous agents across massive data ecosystems. You will serve as the primary technical resource for designated enterprise customers, managing both proactive and reactive support while driving resolution for complex technical issues.
Success in this hybrid role demands a combination of rigorous technical troubleshooting and strong client-facing communication. You will work closely with customers to review issues, configure new content sources, and coordinate remediation plans while partnering internally to improve platform stability. Individuals who are technically curious, data-driven, and methodical will thrive while helping major organizations extract maximum value from their AI investments.
What you will do
- Manage proactive and reactive support requests by prioritizing and resolving issues for designated enterprise customers.
- Meet regularly with assigned clients to review open tickets, create resolution plans, and drive continuous service improvements.
- Troubleshoot and isolate technical problems to their root cause by analyzing application logs, stack traces, and browser traces.
- Assist customers with configuring and verifying new content sources, SaaS integrations, and product features.
- Coordinate customer-impacting alerts and execute remediation plans alongside client administrators and internal engineering teams.
- Create and maintain customer-specific runbooks, knowledge articles, and complete documentation for all managed issues.
What you need
- Demonstrated technical problem-solving abilities with experience isolating issues to their root cause.
- Hands-on experience debugging applications by reading logs, stack traces, and browser trace files.
- Professional background in Customer Solutions Engineering, Support Engineering, or Professional Services.
- Practical experience working with search technologies, knowledge technologies, or SaaS-based system integrations.
- Cloud infrastructure experience utilizing Google Cloud Platform, Amazon Web Services, or Microsoft Azure.
- Proven experience troubleshooting REST API issues, single sign-on implementations, SAML, OAuth, and network connectivity.
- Strong communication skills with a professional presentation style for interacting with customers and internal teams.
Nice to have
- Knowledge of SQL and databases
- Basic Kubernetes skills
- Intermediate or advanced Linux experience
- Experience using GitHub, Jira, and Confluence
- Basic knowledge of LLMs and how GPT works
Benefits
- Medical, Vision, and Dental coverage
- Generous time-off policy
- 401k plan contribution options
- Home office improvement stipend
- Annual education and wellness stipends
- Healthy lunches provided daily
Skills and tech stack
Questions candidates ask
What is the remote and office policy for this position?
This role is hybrid and requires working 2 days a week in New York, NY or 3 days a week in Nashville, TN.
What is the salary range for this role?
The standard base salary range for this position is $120,000 to $170,000 USD annually, determined by factors such as location, level, and experience.
What specific technical skills are required?
Must-have skills include technical problem-solving, log debugging, experience in customer support or professional services, cloud platform familiarity, and REST API troubleshooting.
Are there any special working conditions for this job?
This role is dedicated to select customers and requires additional background screenings, clearances, training, certification, the use of customer-provided equipment, and extended on-call shift timing based on contractual obligations.