Dedicated Technical Support Engineer

Gleanwork; Mountain View (CA); Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

Home office stipend

Education stipend

Wellness stipend

Healthy lunches daily

Job summary

Glean is hiring a Designated Technical Support Engineer to join our rapidly expanding team. You will be a trusted technical resource, delivering proactive and reactive support to a growing customer base and ensuring a superior customer experience.

You will own issue prioritization, coordinate with customers, and drive improvements across teams while leveraging cloud and SaaS integrations. This hybrid SF Bay Area role offers a competitive base salary and comprehensive benefits.

Qualifications

• Must-haves: troubleshoot and isolate root causes.
• Read and analyze application logs and stack traces.
• Experience in Customer Solutions Eng/Support Eng roles.
• Hands-on with search/knowledge SaaS integrations.
• Experience with cloud platforms (GCP/AWS/Azure).
• Must have REST API troubleshooting experience.
• SSO, SAML, OAuth with network troubleshooting.
• Able to document issues and contribute to knowledge base.

Responsibilities

• Own proactive and reactive support for designated customers.
• Review issues with customers and develop remediation plans.
• Provide timely responses via collaboration channels.
• Create and maintain customer-specific runbooks and articles.
• Troubleshoot, resolve, and follow through on customer issues.
• Assist customers in configuring new content sources and features.
• Educate customers on product features.
• Identify health issues and coordinate remediation plans.
• Coordinate support activities with customer admins and teams.
• Drive improvements to support processes and tools.
• Represent customer needs for product and security improvements.

Skills

Troubleshooting

Log analysis

Customer Solutions Eng

Search knowledge SaaS

Cloud platforms (GCP/AWS/AZURE)

REST API debugging

SSO/SAML/OAuth

Documentation & knowledge base

GitHub/Jira/Confluence

LLMs basics

Tools

Github

Jira

Confluence

Job description

Glean is hiring a Designated Technical Support Engineer to join our rapidly expanding team. You will be a trusted technical resource, delivering proactive and reactive support to a growing customer base and ensuring a superior customer experience.

You will own issue prioritization, coordinate with customers, and drive improvements across teams while leveraging cloud and SaaS integrations. This hybrid SF Bay Area role offers a competitive base salary and comprehensive benefits.