Enterprise Technical Support Engineer

Glean; Nashville (TN); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Home office stipend

Education stipend

Wellness stipend

Fresh lunches

Job summary

Glean is hiring a Designated Technical Support Engineer to join a fast-growing, venture-backed startup. You’ll help build a modern knowledge assistant and provide exceptional technical support to a growing customer base.

You’ll own proactive and reactive support for assigned customers, create runbooks, and work with cross-functional teams to improve products and processes. This role is hybrid with on-site days in selected locations.

Qualifications

• Proven experience in Customer Solutions Engineering, Support Engineering, or Professional Services.
• Hands-on experience with search/knowledge SaaS platforms and enterprise integrations.
• Experience with cloud platforms (GCP, AWS, or Azure) and REST API troubleshooting.
• Ability to document issues and contribute to knowledge bases.

Responsibilities

• Own proactive and reactive support for designated customers.
• Meet with customers regularly to review issues and develop resolution plans.
• Maintain customer-specific runbooks and knowledge articles.
• Provide first response, troubleshooting, and follow-through on issues.
• Assist with configuration and verification of new content sources and features.
• Educate customers on product features and best practices.
• Identify and remediate system health issues and communicate with customers.
• Drive improvement projects to scale support and enhance the customer experience.
• Coordinate support activities with customer admins and cross-functional teams.

Skills

Problem solving

Debugging logs

Support Engineering

REST API troubleshooting

SSO/SAML/OAuth

Documentation

SQL

Kubernetes

GitHub

Jira

Confluence

Tools

Github

Jira

Confluence

Kubernetes

Job description

Glean is hiring a Designated Technical Support Engineer to join a fast-growing, venture-backed startup. You’ll help build a modern knowledge assistant and provide exceptional technical support to a growing customer base.

You’ll own proactive and reactive support for assigned customers, create runbooks, and work with cross-functional teams to improve products and processes. This role is hybrid with on-site days in selected locations.