Designated Technical Support Engineer - West

Glean•Mountain View, CA

4d•Hybrid

About The Position

Glean is seeking a talented Designated Technical Support Engineer to join their rapidly expanding, venture-backed startup. Glean is building a modern knowledge assistant personalized to every employee in an organization, making all information within the company accessible, contextual, and fresh. The team works hard and plays hard, characterized by being professional, creative, passionate, and customer-obsessed. As a trusted technical resource, the engineer will provide both proactive and reactive support to Glean's growing customer base, ensuring the best customer experience in the industry. This role is dedicated to select customers and requires additional background screenings/clearances/training/certification, carry & use of customer-provided equipment, and extended on-call shift timing based on customer contractual obligations.

Requirements

Problem solving: technical problem-solving skills including the ability to troubleshoot and isolate issues to their root cause.
Ability to debug issues including searching & 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.
Must have experience in troubleshooting REST API issues.
Working experience on SSO, SAML, and OAuth along with network troubleshooting.
Able to fully document issues managed 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 their designated customer(s).
Meet with assigned customers regularly to review issues, develop resolution plans, and drive continuous improvement in support delivery.
Be available to assigned customers via collaborative communication channels consistently to ensure timely responses and updates on issues.
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 the configuration, set-up, and verification of new content sources and product features to enable them to realize additional value for their users.
Educate customers on the use of Glean product features.
Identify system and user health issues, then create and execute remediation plans while coordinating and updating the customer accordingly.
Handle customer-impacting alerts which require coordination with customer admin and system resources through resolution.
Work closely with teams across Glean to drive product, process, and service improvements.
Drive key improvement projects that will improve the scale and efficiency of support, while providing upgrades to the customers’ support experience.
Coordinate all support activities with assigned customer(s), which may include more stringent access and security processes, ensuring high urgency for their issues.
Represent the unique needs of assigned customer(s) with respect to product and security improvements that will improve the customer support experience.