Designated Technical Support Engineer - West

gleanwork; United States; Remote; USD 143,000 - 170,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental coverage

Paid time off

401(k) plan

Home-office stipend

Education stipend

Wellness stipend

Company events

Healthy lunches

Job summary

gleanwork is seeking a dedicated technical support partner for enterprise customers, focusing on REST API troubleshooting, SSO, and platform integrations. You will manage incoming issues, provide proactive guidance, and coordinate with internal teams to improve service quality.

Remote role with flexible hours; annual base salary range USD 143,000–$170,000 plus potential equity or variable compensation; benefits include medical/vision/dental, PTO, 401(k), home-office stipend.

Qualifications

• Experience troubleshooting REST API issues.
• Knowledge of SSO, SAML, OAuth, and network troubleshooting.
• Ability to document issues thoroughly and contribute to shared guidance.
• Strong customer communication and coordination skills.

Responsibilities

• Prioritize and own proactive and reactive support for assigned customers, providing timely responses and clear progress updates.
• Meet with customers to review open issues, agree on resolution plans, and identify opportunities to improve support.
• Investigate customer questions and technical problems, following them through to resolution.
• Help configure, set up, and validate content sources and product features; explain how customers can use them effectively.
• Maintain customer runbooks and knowledge articles, and document issues for the support knowledge base.
• Coordinate responses to customer-impacting alerts and work with internal teams to improve support processes and product quality.

Skills

REST API troubleshooting

SSO / SAML / OAuth

Documentation & knowledge base

Customer communication

Tools

GitHub

Jira

Confluence

Kubernetes basics

Linux basics

Job description

Role overview

Serve as a dedicated technical support partner for enterprise customers using a workplace knowledge and AI product. You will manage incoming issues and proactive account support, help customers configure integrations and features, and coordinate with internal teams to resolve technical problems and improve the service experience.

Responsibilities

• Prioritize and own proactive and reactive support for assigned customers, providing timely responses and clear progress updates.
• Meet with customers to review open issues, agree on resolution plans, and identify opportunities to improve support.
• Investigate customer questions and technical problems, following them through to resolution.
• Help configure, set up, and validate content sources and product features; explain how customers can use them effectively.
• Maintain customer runbooks and knowledge articles, and document issues for the support knowledge base.
• Coordinate responses to customer-impacting alerts and work with internal teams to improve support processes and product quality.

Requirements

• Experience troubleshooting REST API issues.
• Practical knowledge of SSO, SAML, OAuth, and network troubleshooting.
• Ability to document issues thoroughly and contribute to shared support guidance.
• Strong customer communication and coordination skills, including the ability to keep customers informed during investigations.

Nice to have

• Familiarity with SQL or databases, Kubernetes fundamentals, or intermediate to advanced Linux.
• Experience with GitHub, Jira, or Confluence.
• Basic understanding of large language models and how GPT-style systems work.

Benefits and work setup

• Remote role that may require flexible working hours.
• Annual base salary range: USD $143,000–$170,000, with compensation depending on location, level, skills, and experience. Some roles may include variable compensation or equity.
• Benefits include medical, vision, and dental coverage, paid time off, a 401(k) plan, home-office, education, and wellness stipends, and company events. The source also mentions healthy lunches.