Designated Technical Support Engineer - West

Glean
Mountain View
Workplace: HybridFull timeUSD 120,000 - 190,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Communication","Detail-oriented","Data-driven"]

Provide proactive and reactive technical support for a dedicated set of Glean customers, prioritizing issues and driving resolution through first-response troubleshooting, log/debug analysis, and remediation planning. Partner with customers regularly to review issues, build runbooks and knowledge articles, and coordinate around alerts, configuration, and verification of new content sources and product features. Improve support scale and efficiency by collaborating across teams on product and process updates.

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Glean
Glean
22 hours ago

Designated Technical Support Engineer - West

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Provide proactive and reactive technical support for a dedicated set of Glean customers, prioritizing issues and driving resolution through first-response troubleshooting, log/debug analysis, and remediation planning. Partner with customers regularly to review issues, build runbooks and knowledge articles, and coordinate around alerts, configuration, and verification of new content sources and product features. Improve support scale and efficiency by collaborating across teams on product and process updates.
Location: Mountain View
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Own proactive and reactive support for assigned customers, including prioritizing and managing issues to completion.
  • •Provide first response, technical troubleshooting, resolution, and follow-through for customer issues and inquiries.
  • •Meet with customers regularly to review issues, develop resolution plans, and drive continuous improvements to support delivery.
  • •Create and maintain customer-specific runbooks and knowledge articles, and educate customers on Glean product features.
  • •Identify system and user health issues, create and execute remediation plans, coordinate on alerts, and drive product/process/service improvement projects.

Pay and Benefits

Salary: USD 120,000 - 190,000 annually
Perks:MedicalVisionDental401kHome OfficeLearning BudgetWellness Stipend

Key Requirements

  • •Technical problem-solving skills to troubleshoot and isolate issues to root cause.
  • •Ability to debug using 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, and SaaS-based system integrations.
  • •Troubleshooting REST API issues and working with SSO using SAML and OAuth, plus network troubleshooting.
Experience:SaaS
Skills:Problem-solvingCommunicationDetail-orientedData-driven
Tech Stack:REST APIsApplication logsStack tracesBrowser trace filesSSOSAMLOAuthGoogle Cloud Platform (GCP)Amazon Web Services (AWS)Microsoft AzureSQLKubernetesLinuxGitHubJiraConfluenceGPTLLMs

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