Strategic Technical Support Engineer

Glean

New York (NY)

Hybrid

USD 120,000 - 190,000

Full time

8 days ago

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Medical, Vision, Dental

401k plan

Home office stipend

Education stipend

Wellness stipend

Healthy lunches provided

Job summary

Glean is seeking a Designated Technical Support Engineer in NYC for hybrid work. You will own proactive/reactive customer support, develop runbooks, and guide customers through configuration and feature adoption to maximize value.

Your role emphasizes troubleshooting REST APIs, cloud integrations, and secure access, with collaboration across product and support teams to improve processes. The position requires strong communication, problem solving, and a customer-obsessed mindset with on-call

Qualifications

Responsibilities

Provide proactive and reactive support for Glean customers by prioritizing issues for designated accounts
Conduct regular reviews with assigned customers to discuss issues and create resolution plans
Maintain timely communication with customers through collaboration channels
Create and update customer-specific runbooks and knowledge articles
Deliver first-response troubleshooting, issue resolution, and follow-through
Assist customers with configuration, setup, and verification of new content sources and product features
Educate customers on Glean product features to maximize value
Identify health issues and execute remediation plans while updating customers
Handle high-urgency alerts coordinating with customer admins and resources
Collaborate with Glean teams to drive product, process, and service improvements
Lead improvement projects to scale and enhance support efficiency and customer experience
Coordinate all support activities with customers, respecting security and access controls
Represent customer needs in product and security discussions to improve support