About this role
Professionals who thrive on solving complex technical challenges and building lasting relationships with enterprise clients will find this opportunity particularly rewarding. Glean operates in the Work AI space, developing an advanced platform that integrates intelligent search, AI assistants, and customizable agents across corporate ecosystems. This specific function exists to provide dedicated proactive and reactive technical support to key clients in the West region, ensuring their operational success and driving continuous product improvement.
Daily responsibilities involve managing customer issues, coordinating resolution plans, debugging integration hurdles, and helping organizations configure new content sources. The successful candidate combines deep technical troubleshooting skills with strong communication abilities, acting as a vital bridge between customer needs and internal engineering teams while navigating stringent security and operational protocols.
What you will do
- Manage proactive and reactive support requests by prioritizing issues for designated enterprise customers.
- Meet regularly with assigned clients to review open tickets, create resolution plans, and drive continuous service improvements.
- Provide first-response technical troubleshooting, log analysis, and end-to-end follow-through for complex customer inquiries.
- Assist users with the configuration, set-up, and verification of new content sources and product features.
- Identify system and user health issues, execute remediation plans, and handle customer-impacting alerts.
- Collaborate across internal teams to drive product, process, and service enhancements based on customer requirements.
What you need
- Demonstrated technical problem-solving abilities with the capability to troubleshoot and isolate issues to their root cause.
- Proficiency in debugging by searching and reading application logs, analyzing stack traces, and reviewing browser trace files.
- Professional background in 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 including Google Cloud Platform, Amazon Web Services, or Microsoft Azure.
- Practical experience troubleshooting REST API issues along with working knowledge of SSO, SAML, OAuth, and network debugging.
Nice to have
- Knowledge of SQL and databases
- Basic Kubernetes and intermediate to advanced Linux skills
- 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
- Home office improvement stipend
- Annual education and wellness stipends
- Healthy lunches provided daily
Skills and tech stack
Questions candidates ask
What is the work location policy for this role?
This role is hybrid and requires working 4 days a week in one of the SF Bay Area offices. Additionally, it may involve extended on-call shift timing and additional background screenings based on customer contractual obligations.
What is the compensation range for this position?
The standard base salary range for this position is $120,000 to $190,000 annually. Final compensation is determined by factors such as location, level, job-related knowledge, skills, and experience.
What kind of technical background is required?
Candidates must have experience in Customer Solutions Engineering, Support Engineering, or Professional Services. The role requires hands-on experience with search or knowledge technologies, cloud platforms like GCP, AWS, or Azure, and REST API troubleshooting.
What does the interview process include?
As part of the interview process, candidates will be asked to complete a brief AI-focused task to demonstrate AI fluency. The company integrates AI into its everyday operations for all new hires.