Technical Support Engineer

Glean
Bengaluru
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Detail-oriented","Data-driven","Organization"]

Technical Support Engineer to own the implementation, customization, and proactive/reactive support for Glean customers in a hybrid/EMEA-facing role. You’ll provide first response and troubleshooting, onboard additional datasources, educate customers on features, and coordinate health issues and alerts while driving product and service improvements with cross-functional teams.

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Glean
Glean
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Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Technical Support Engineer to own the implementation, customization, and proactive/reactive support for Glean customers in a hybrid/EMEA-facing role. You’ll provide first response and troubleshooting, onboard additional datasources, educate customers on features, and coordinate health issues and alerts while driving product and service improvements with cross-functional teams.
Location: Bengaluru
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Own the implementation, customization, proactive and reactive support for Glean customers
  • •Provide first response, technical troubleshooting, resolution and follow-through of customer issues and inquiries
  • •Assist customers in onboarding additional datasources to enhance search experience
  • •Educate customers on use of Glean product features as needed
  • •Identify system and user health issues through metrics, devise remediation plans and coordinate updates with customers

Key Requirements

  • •Strong written and verbal communication for customer-facing support and education
  • •Experience planning and executing technical implementations including configurations and SaaS integrations
  • •Proactive and reactive incident handling with data-driven decision making
  • •Familiarity with REST APIs, authentication protocols (SSO, SAML, OAuth), and basic Linux
  • •Ability to document issues and contribute to a knowledge base, with basic SQL/database knowledge
Experience:Enterprise SaaSSaaSTech support
Skills:CommunicationProblem-solvingDetail-orientedData-drivenOrganization
Languages:English
Tech Stack:REST APISSOSAMLOAuthSQLLinuxGitHubJiraConfluenceKubernetesGCPAWSAzure

Company Brief

Glean
Provides an enterprise search and knowledge discovery platform that helps organizations find information across apps, drives, and internal tools, improving employee productivity and onboarding through AI-powered search and relevance ranking.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2017
WebsiteLinkedIn