Dedicated Tech Support Engineer – Hybrid, Customer-Focused

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

Benefits offered by this job

Medical, Vision, and Dental

Home office stipend

Annual education stipend

Wellness stipend

Lunch provided daily

Inclusive culture

Job summary

Glean is seeking a Designated Technical Support Engineer to join our rapidly expanding team. This hybrid role requires two days per week in New York, NY or three days a week in Nashville, TN, supporting enterprise customers with proactive and reactive issue resolution.

You will own customer support, develop runbooks, troubleshoot REST API problems, and coordinate across cross‑functional teams to improve product and service delivery.

Qualifications

• Must-have: problem solving and technical troubleshooting.
• Experience debugging REST API issues.
• Experience with SSO, SAML and OAuth.
• Hands-on with cloud platforms (GCP/AWS/Azure) and Kubernetes.
• Familiarity with logs, traces and debugging tools.

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

Problem solving

Technical troubleshooting

REST API

SSO/OAuth/SAML

Linux

Kubernetes

Logging & debugging

SQL/Database

Tools

Github

Jira

Confluence

Job description

Glean is seeking a Designated Technical Support Engineer to join our rapidly expanding team. This hybrid role requires two days per week in New York, NY or three days a week in Nashville, TN, supporting enterprise customers with proactive and reactive issue resolution.

You will own customer support, develop runbooks, troubleshoot REST API problems, and coordinate across cross‑functional teams to improve product and service delivery.