Designated Technical Support Engineer - Central/East

Glean•Nashville, TN

1d•$120,000 - $170,000•Hybrid

About The Position

Glean is seeking a Designated Technical Support Engineer to join its growing startup. The company is developing a modern knowledge assistant that personalizes information access for employees. The team is described as hard-working, professional, creative, passionate, and customer-obsessed. In this role, the engineer will act as a trusted technical resource, providing both proactive and reactive support to Glean customers to ensure an industry-leading customer experience. This position requires dedication to select customers, potentially involving additional background screenings, equipment handling, and extended on-call hours based on contractual obligations.

Requirements

Technically curious with a desire to add technical knowledge and skills.
Fearless in tackling tough customer and technically complex issues.
Strong communicator with superior interaction skills.
Detail-oriented, highly organized, and methodical.
Data-driven, utilizing metrics for assessment and improvement.
Technical problem-solving skills, including troubleshooting and root cause analysis.
Ability to debug issues by searching and reading application logs, analyzing stack traces, and browser trace files.
Experience in at least one of the following disciplines: Customer Solutions Engineering, Support Engineering, Professional Services.
Hands-on experience in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations.
Experience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure.
Experience in troubleshooting REST API issues.
Working experience with SSO, SAML, and OAuth.
Network troubleshooting experience.
Able to fully document issues and contribute to the support knowledge base.

Nice To Haves

Knowledge of SQL/database.
Basic Kubernetes.
Intermediate/Advanced Linux.
Experience in using Github, Jira & Confluence.
Basic knowledge of LLM’s and how GPT works.

Responsibilities

Own the proactive and reactive support for Glean customers by prioritizing issues for designated customers.
Meet regularly with assigned customers to review issues, develop resolution plans, and drive continuous improvement in support.
Be consistently available to assigned customers via collaborative communication channels for timely responses and updates.
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.
Handle customer-impacting alerts requiring coordination with customer admin and system resources through resolution.
Work closely with internal Glean teams to drive product, process, and service improvements.
Drive key improvement projects to enhance the scale and efficiency of support and upgrade the customer support experience.
Coordinate all support activities with assigned customers, adhering to stringent access and security processes with high urgency.
Represent the unique needs of assigned customers for product and security improvements.