Customer-Focused Technical Support Engineer (Hybrid)

Glean-Technologies; Nashville (TN); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Home office stipend

Annual education stipend

Wellness stipend

Daily lunches

401k plan

Job summary

Glean is hiring a Designated Technical Support Engineer to own proactive and reactive support for strategic customers. You will collaborate across teams to resolve issues, build runbooks, and educate users on product features.

The role requires strong problem-solving, REST API troubleshooting, and cloud experience, with on-call and security considerations. Hybrid work in New York and Nashville, with a competitive benefits package.

Qualifications

• Technical problem-solving and root-cause analysis.
• Ability to debug by reading logs, traces, and browser data.
• Experience in Customer Solutions Engineering or related roles.
• Hands-on experience with search/knowledge technologies in SaaS.
• Cloud experience (GCP/AWS/Azure) and REST API troubleshooting.
• SSO/SAML/OAuth and network troubleshooting skills.
• Ability to document issues and maintain knowledge base.

Responsibilities

• Provide proactive and reactive support for designated customers.
• Meet with customers to review issues and craft remediation plans.
• Maintain customer-specific runbooks and knowledge articles.
• Educate customers on Glean product features and health checks.
• Coordinate with internal teams to drive product and process improvements.

Skills

Problem solving

REST APIs

Log analysis

Cloud platforms

SSO SAML OAuth

Documentation

SQL knowledge

Kubernetes basics

Git/Jira/Confluence

LLMs basics

Tools

Github

Jira

Confluence

Job description

Glean is hiring a Designated Technical Support Engineer to own proactive and reactive support for strategic customers. You will collaborate across teams to resolve issues, build runbooks, and educate users on product features.

The role requires strong problem-solving, REST API troubleshooting, and cloud experience, with on-call and security considerations. Hybrid work in New York and Nashville, with a competitive benefits package.