Designated Technical Support Engineer - Central/East

Glean
Nashville, New York
Workplace: HybridFull timeUSD 120,000 - 170,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Communication","Detail-oriented","Data-driven"]

Provide proactive and reactive, first-response technical support to designated enterprise customers for a knowledge assistant platform. Triage and troubleshoot issues end-to-end (including REST APIs and SSO/SAML/OAuth), maintain customer runbooks and knowledge articles, and coordinate remediation with internal teams. Support integrations and content sources, educate customers on product features, handle customer-impacting alerts, and drive continuous improvements to support processes and customer experience.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Glean
Glean
1 day ago

Designated Technical Support Engineer - Central/East

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live
Reposted: similar role first listed 2 days ago

Job Summary

Provide proactive and reactive, first-response technical support to designated enterprise customers for a knowledge assistant platform. Triage and troubleshoot issues end-to-end (including REST APIs and SSO/SAML/OAuth), maintain customer runbooks and knowledge articles, and coordinate remediation with internal teams. Support integrations and content sources, educate customers on product features, handle customer-impacting alerts, and drive continuous improvements to support processes and customer experience.
Location: Nashville, New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Own proactive and reactive support for assigned customers by prioritizing issues and ensuring timely responses and updates.
  • •Meet regularly with assigned customers to review issues, develop resolution plans, and drive continuous improvement.
  • •Create and maintain customer-specific runbooks and knowledge articles, and provide first-response technical troubleshooting and follow-through.
  • •Assist customers with configuration, setup, and verification of new content sources and product features.
  • •Identify system and user health issues, execute remediation plans, coordinate customer-impacting alerts, and collaborate across teams on product and service improvements.

Pay and Benefits

Salary: USD 120,000 - 170,000 annually
Perks:Health InsuranceVisionDental401kHome OfficeLearning BudgetWellness StipendPaid Leave

Key Requirements

  • •Troubleshoot and isolate technical issues to root cause, including reading application logs, analyzing stack traces, and browser trace files.
  • •Experience in customer solutions engineering, support engineering, or professional services.
  • •Hands-on experience with search technologies, knowledge technologies, or SaaS-based system integrations.
  • •Experience with cloud technologies including Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure.
  • •Experience troubleshooting REST API issues and working with SSO, SAML, and OAuth, including network troubleshooting.
Skills:Problem-solvingCommunicationDetail-orientedData-driven
Tech Stack:REST APIApplication logsStack tracesBrowser trace filesGoogle Cloud Platform (GCP)Amazon Web Services (AWS)Microsoft AzureSSOSAMLOAuthNetwork troubleshootingSQLKubernetesLinuxGitHubJiraConfluenceLLMsGPT

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