Designated Technical Support Engineer

Gleanwork; San Francisco (CA); Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

Medical, vision, and dental coverage

401(k) plan

Home office improvement stipend

Annual education and wellness stipends

Healthy lunches daily

Job summary

Gleanwork is seeking a Designated Technical Support Engineer in San Francisco to provide proactive and reactive customer support. The role involves ensuring customer satisfaction by resolving technical issues and conducting regular reviews with clients.

This hybrid position requires excellent problem-solving skills, experience in cloud technologies, and the ability to communicate complex information effectively. The compensation ranges from $120,000 to $190,000 annually, accompanied by a comprehensive benefits package.

Qualifications

• Technical problem-solving skills including ability to troubleshoot issues.
• Hands-on experience with SaaS-based system integrations.
• Experience troubleshooting REST API issues.

Responsibilities

• Provide proactive and reactive support for customers.
• Create and maintain customer-specific runbooks.
• Educate customers on Glean product features.

Skills

Problem-solving

Debugging

Technical communication

Education

Experience in Customer Solutions Engineering or Support Engineering

Tools

Google Cloud Platform

Amazon Web Services

Microsoft Azure

Github

Jira

Confluence

Job description

About the Role

Glean is seeking a Designated Technical Support Engineer to join our evolving, venture‑backed startup. You will act as a trusted technical resource for our customers, providing both proactive and reactive support to ensure the highest level of service and an outstanding customer experience.

You will

• Own the proactive and reactive support for Glean customers, prioritizing issues for your designated customer(s)
• Meet with assigned customers regularly to review issues, develop resolution plans, and drive continuous improvement in support delivery
• Be consistently available via collaborative communication channels to provide 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 configuring, setting up, and verifying new content sources and product features
• Educate customers on the use of Glean product features
• Identify system and user health issues, create and execute remediation plans, and coordinate updates with the customer accordingly
• Handle customer‑impacting alerts requiring coordination with customer administrators and system resources through resolution
• Work closely with teams across Glean to drive product, process, and service improvements
• Drive key improvement projects that improve the scale and efficiency of support while enhancing the customer support experience
• Coordinate all support activities with assigned customer(s), ensuring high‑urgency handling of issues per security and access requirements
• Represent the unique needs of assigned customers regarding product and security improvements that enhance the support experience
• Additional responsibilities: this role is dedicated to select customers and requires background screenings/clearances/training/certification, use of customer‑provided equipment, and extended on‑call shift timing based on contractual obligations.

About you

• Technically curious: a never‑ending desire to add technical knowledge and skills and share learnings with peers
• Fearless: a willingness to tackle the toughest customer issues and technically complex problems to drive satisfaction
• Strong communicator: a professional presenter with superior interaction skills with both customers and internal teams
• Detail‑oriented: highly organized and methodical, ensuring all issues are managed to completion
• Data‑driven: utilizes metrics and objective measurements to assess success and improvement opportunities for yourself and the customer experience
• Key knowledge and skills required:
  • Must‑haves:
    • Problem‑solving: technical problem‑solving skills, including the ability to troubleshoot and isolate issues to their root cause
    • Debugging: ability to search and read application logs, analyze stack traces and browser trace files
    • Experience in one or more of the following disciplines: Customer Solutions Engineering, Support Engineering, Professional Services
    • Hands‑on experience with Search technologies, Knowledge technologies, or SaaS‑based system integrations
    • Cloud experience with Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure
    • Experience troubleshooting REST API issues
    • Experience with SSO, SAML, and OAuth and network troubleshooting
    • Ability to fully document issues and contribute to the support knowledge base
  • Good‑to‑haves:
    • Knowledge of SQL/database, Basic Kubernetes, Intermediate/Advanced Linux
    • Experience using Github, Jira & Confluence
    • Basic knowledge of LLMs and how GPT works

Location

This role is hybrid (4 days a week in one of our San Francisco Bay Area offices).

Compensation & Benefits

The standard base salary range for this position is $120,000 – $190,000 annually. Compensation offered will be determined by factors such as location, level, job‑related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

We offer a comprehensive benefits package including competitive compensation, medical, vision, and dental coverage, generous time‑off policy, and a 401(k) plan. A home office improvement stipend and annual education and wellness stipends are provided. We foster a vibrant culture through regular events and provide healthy lunches daily.

We are a diverse group of people and are committed to an inclusive, diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.