Technical Support Engineer - EST Shift - 7+ years

Glean; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

A leading knowledge management platform in Bengaluru is seeking a Customer Solutions Engineer. In this role, you will be responsible for driving customer satisfaction through technical support and project planning. The ideal candidate should have experience in Customer Solutions Engineering, strong problem-solving skills, and familiarity with cloud technologies. Join a diverse and inclusive team focused on innovation and customer success.

Qualifications

• Experience in Customer Solutions Engineering or related field.
• Ability to troubleshoot technical issues effectively.
• Proficient in customer interaction and project execution.

Responsibilities

• Own customer implementation and support.
• Provide technical troubleshooting and resolution.
• Assist in onboarding additional data sources.

Skills

Technical problem solving

Communication skills

Project planning

Data-driven approach

Detail-oriented

Tools

Google Cloud Platform (GCP)

Amazon Web Services (AWS)

Microsoft Azure

REST API

SQL/database

Kubernetes

Linux

Github

Jira

Confluence

Job description

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 company’s 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 Jain’s 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.

About the Role

Glean is looking for a talented Customer Solutions Engineer to join our rapidly expanding, venture-backed startup. We are building a modern knowledge assistant personalized to every employee in your organization, making all information within your company accessible, contextual, and fresh. Our team works hard and plays hard. We are professional, creative, passionate, and most importantly - customer-obsessed.

As a trusted technical resource to the customer, you will drive technical expansion and both proactive & reactive support with our growing customer base. By providing the highest level of service to our customers, you will ensure our customer experience is the best in the industry.

You will

• 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

Key knowledge and skills

• Problem solving: technical problem solving skills including ability to troubleshoot and isolate issues to their root cause
• 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

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We\'re 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.