Dedicated Enterprise Support Engineer

gleanwork; Nashville (TN); On-site; USD 70,000 - 110,000; Full time

Job summary

Glean in Nashville, TN seeks a Designated Technical Support Engineer to join our growing team. You will be the trusted technical resource for select customers, delivering proactive and reactive support and crafting runbooks and knowledge base articles.

You will own issue prioritization, coordinate with customers, guide them through configuration of new content sources and features, educate on product capabilities, and drive improvements across the support organization.

Qualifications

• Technically curious with a desire to expand technical knowledge and share learnings with peers.
• Customer-obsessed and able to collaborate with cross-functional teams to improve support.

Responsibilities

• Own the proactive and reactive support for Glean customers by prioritizing issues for your designated customer(s)
• Meet with your assigned customers regularly to review issues and develop resolution plans and drive continuous improvement in how you and your Glean teammates provide support to them
• Be available to your assigned customers via collaborative communication channels consistently to ensure you are providing timely responses and updates on issues
• Create and maintain customer-specific runbooks and knowledge articles
• Provide first response, technical troubleshooting, resolution, and follow-through of customer issues and inquiries
• Assist customers in the configuration, set-up, and verification of new content sources and product features to enable them to realize additional value for their users
• Educate customers on the use of Glean product features
• Identify system and user health issues, then create and execute remediation plans while coordinating and updating the customer accordingly
• 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
• Drive key improvement projects that will improve the scale and efficiency of support, while providing upgrades to the customers' support experience
• Coordinate all support activities with your assigned customer(s), which may include more stringent access and security processes, ensuring you move with high urgency for their issues.
• Represent the unique needs of your assigned customer(s) with respect to product and security improvements that will improve the customer support experience

Skills

Technically curious

Customer-obsessed

Job description

Glean in Nashville, TN seeks a Designated Technical Support Engineer to join our growing team. You will be the trusted technical resource for select customers, delivering proactive and reactive support and crafting runbooks and knowledge base articles.

You will own issue prioritization, coordinate with customers, guide them through configuration of new content sources and features, educate on product capabilities, and drive improvements across the support organization.