Technical Support Engineer

Glean•Palo Alto, CA

20d•$75,000 - $180,000•Hybrid

About The Position

Glean is looking for a talented Technical Support Engineer to join our rapidly expanding, venture-backed startup, to support our growing customer base by providing them with a superior support experience to pair with our amazing product. As a Technical Support Engineer, you will partner with the Field team and customer to drive successful outcomes to all levels of inquiries and issues they may encounter in their Glean journey. You will be part of a team of motivated, seasoned support professionals - this team lives and breathes our company value “customer-obsessed”. You will: Please note that this role will support customers globally and we are flexible to have the work start time aligned to either US-East or US-West business hours

Requirements

Interpersonal skills: Communication: professional presentation and interaction skills with both customers and internal teams
Project planning: plan and execute implementation of customer projects, including configuration and customization with integrations to SaaS-based systems
Self-motivated: proactive approach to delivering service to customers
Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion
Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers
Fluency English required, fluency in a foreign language a huge plus
Technical skills: Problem-solving: troubleshoot and identify the root cause of issues utilizing all elements of the technical stack from network, system, database, storage, and application through to the end-user device
Experience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project Management
Experience in a customer-facing role 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.
Bachelor’s Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience.

Nice To Haves

CSM Experience in a product-led or SaaS company is a plus

Responsibilities

Provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned customer issues and inquiries, ensuring we meet or exceed all customer and internal SLA’s
Assist customers with new product features & configurations along with onboarding new datasources and integrations into Glean to increase the content and knowledge for their users' search and assistant experience
Educate customers on the use of Glean product features as needed
Identify customer system health issues by analyzing key metrics and dashboards, then devising and executing a remediation plan while coordinating and updating the customer throughout
Resolve customer-impacting alerts and drive customer change requests by coordinating activities with customer administrators
Contribute to customer help articles and internal runbooks to improve overall support delivery
Provide root cause analysis documents to explain high-impact incidents when needed
Work closely with teams across Glean to drive product, process, and service improvements

Benefits

We offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals.
When you join, you'll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing.
We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused.

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