Dedicated Technical Support Engineer (Customer-Focused)

Gleanwork; New York (NY); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical coverage

Vision coverage

Dental coverage

401k plan

Job summary

Glean is seeking a Designated Technical Support Engineer to join a venture-backed startup building a modern knowledge assistant for enterprise use. You will be the trusted technical resource for customers, delivering proactive and reactive support to ensure an exceptional customer experience.

Responsibilities include owning support for designated customers, crafting runbooks, troubleshooting REST APIs, and coordinating with internal teams to drive product and service improvements, with on-call

Qualifications

• Experience solving technical issues for customers in a SaaS or enterprise environment.
• Ability to debug and isolate root causes using logs, traces, and stack information.
• Experience with REST APIs and SaaS integrations.
• Working knowledge of SSO, SAML, and OAuth protocols.

Responsibilities

• Own proactive and reactive support for Glean customers, prioritizing issues.
• Meet with customers regularly to review issues and develop resolution plans.
• Create and maintain customer-specific runbooks and knowledge articles.
• Provide first response and technical troubleshooting to resolve inquiries.

Skills

Problem solving

Debugging logs

REST APIs

SSO SAML OAuth

Cloud platforms

Documentation

SQL databases

Kubernetes

GitHub

Jira & Confluence

LLMs

Tools

GitHub

Jira

Confluence

Job description

Glean is seeking a Designated Technical Support Engineer to join a venture-backed startup building a modern knowledge assistant for enterprise use. You will be the trusted technical resource for customers, delivering proactive and reactive support to ensure an exceptional customer experience.

Responsibilities include owning support for designated customers, crafting runbooks, troubleshooting REST APIs, and coordinating with internal teams to drive product and service improvements, with on-call