Designated Technical Support Engineer

Glean
Palo Alto, New York
Workplace: HybridFull time120,000 - 190,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Detail-oriented","Data-driven","Collaboration"]

Designated Technical Support Engineer providing proactive and reactive support to select Glean customers. You’ll own issue prioritization for assigned customers, create runbooks and knowledge articles, troubleshoot REST API and cloud-integrated features, educate users on product capabilities, and drive improvements across teams to scale and improve the customer support experience.

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FursaFursa
Glean
Glean
1 year ago

Designated Technical Support Engineer

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Canonical indexed version, validated from employer's careers page.

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

Job Summary

Designated Technical Support Engineer providing proactive and reactive support to select Glean customers. You’ll own issue prioritization for assigned customers, create runbooks and knowledge articles, troubleshoot REST API and cloud-integrated features, educate users on product capabilities, and drive improvements across teams to scale and improve the customer support experience.
Location: Palo Alto, New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Own the proactive and reactive support for designated Glean customers by prioritizing issues for your designated customer(s).
  • •Meet with assigned customers regularly to review issues and develop resolution plans and drive continuous improvement in how you and your teammates provide support.
  • •Be available to assigned customers via collaborative communication channels to ensure timely responses and updates on issues.
  • •Create and maintain customer-specific runbooks and knowledge articles; document issues and resolutions for knowledge base.
  • •Provide first response, technical troubleshooting, resolution, and follow-through of customer issues and inquiries.

Pay and Benefits

Salary: 120,000 - 190,000 annually
Perks:MedicalVisionDental401kHome OfficeEducation StipendWellness StipendMeal Allowance

Key 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
Experience:Enterprise SaaSCloudCustomer support
Skills:CommunicationProblem-solvingDetail-orientedData-drivenCollaboration
Languages:English
Tech Stack:REST APISSOSAMLOAuthGCPAWSAzureKubernetesSQLGitHubJiraConfluenceLogging

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