Dedicated Technical Support Engineer for Enterprise Clients

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

Job summary

Glean, a fast-growing Work AI platform, seeks a Designated Technical Support Engineer in the SF Bay Area. You will be the trusted technical resource for customers, delivering proactive and reactive support to ensure onboarding and ongoing success with Glean’s knowledge assistant.

You’ll collaborate with product and security teams, create runbooks, and drive improvements while delivering timely issue resolution and a best-in-class customer experience.

Qualifications

• Problem solving: troubleshoot and isolate issues to root cause.
• Debugging: read logs, traces, and browser outputs to diagnose.
• Experience in at least one: Customer Solutions Eng, Support Eng, or Professional Services.
• Hands-on with search/knowledge tech or SaaS integrations.
• Cloud experience with GCP, AWS, or Azure.
• REST API troubleshooting experience.
• Working with SSO, SAML, OAuth and network troubleshooting.
• Fully document issues and contribute to the knowledge base.

Responsibilities

• Own proactive and reactive support for Glean customers.
• Meet with assigned customers regularly to review issues and plans.
• Be available via collaboration channels to provide timely updates.
• Create and maintain customer-specific runbooks and knowledge articles.
• Provide first response, troubleshooting, resolution, and follow-through.
• Assist customers with configuration and verification of new content sources.
• Educate customers on Glean features and best practices.
• Identify health issues and coordinate remediation with customers.
• Coordinate with teams across Glean to drive improvements.
• Manage on-call rotations and security/compliance requirements as needed.

Skills

Problem solving

Debugging skills

REST API troubleshooting

SSO/SAML/OAuth

Cloud platforms (GCP/AWS/AZURE)

Customer Solutions Engineering

SaaS integrations

Technical documentation

Communication skills

Collaborative teamwork

Tools

Github

Jira

Confluence

Kubernetes

Linux

Job description

Glean, a fast-growing Work AI platform, seeks a Designated Technical Support Engineer in the SF Bay Area. You will be the trusted technical resource for customers, delivering proactive and reactive support to ensure onboarding and ongoing success with Glean’s knowledge assistant.

You’ll collaborate with product and security teams, create runbooks, and drive improvements while delivering timely issue resolution and a best-in-class customer experience.