About this role
The team at Glean builds an advanced Work AI platform featuring intelligent enterprise search, AI assistants, and scalable AI agents designed to unify organizational knowledge. Designated Technical Support Engineers act as trusted technical resources, managing both proactive and reactive support for assigned customers in the Central and East regions. Responsibilities include resolving complex technical inquiries, configuring content sources, coordinating customer-impacting alerts, and driving continuous service improvements.
Candidates applying for this role should possess a strong foundation in cloud technologies, SaaS integrations, and API troubleshooting, paired with a customer-obsessed mindset. Individuals who thrive in fast-paced environments, enjoy untangling complex technical issues, and communicate effectively with enterprise stakeholders will find success in this position. The role requires navigating stringent access processes and adhering to extended on-call shift timings based on client contracts.
What you will do
- Own proactive and reactive support workflows by prioritizing technical issues for designated enterprise customers.
- Meet regularly with assigned clients to review open tickets, develop resolution plans, and drive continuous service improvements.
- Provide first response, technical troubleshooting, resolution, and follow-through for customer issues and inquiries.
- Assist customers with the configuration, set-up, and verification of new content sources and product features.
- Identify system and user health issues, then create and execute remediation plans while updating clients accordingly.
- Handle customer-impacting alerts that require coordination with client administrators and system resources through final resolution.
- Collaborate across internal teams to drive product, process, and service enhancements based on customer feedback.
What you need
- Demonstrated technical problem-solving skills with the ability to troubleshoot and isolate issues to their root cause.
- Experience debugging issues by searching and reading application logs, analyzing stack traces, and reviewing browser trace files.
- Professional background in at least one discipline including Customer Solutions Engineering, Support Engineering, or Professional Services.
- Hands-on experience working with search technologies, knowledge technologies, or SaaS-based system integrations.
- Familiarity with cloud technologies such as Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure.
- Proven experience troubleshooting REST API issues alongside working knowledge of SSO, SAML, OAuth, and network troubleshooting.
- Demonstrated capability to fully document managed issues and contribute actionable articles to the support knowledge base.
Nice to have
- Knowledge of SQL and databases
- Basic Kubernetes experience
- Intermediate to advanced Linux proficiency
- 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 work policy for this role?
This role is hybrid, requiring employees to be in the office either two days a week in New York, NY or three days a week in Nashville, TN.
What is the salary range for the position?
The standard base salary range for this position is $120,000 to $170,000 USD annually. Compensation offered is determined by factors such as location, level, job-related knowledge, skills, and experience.
What kind of schedule or shift work is required?
This position requires extended on-call shift timing based on customer contractual obligations. It is dedicated to select customers and may involve additional background screenings, clearances, training, certification, and the use of customer-provided equipment.