Designated Technical Support Engineer

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

Join a venture-backed startup as a Designated Technical Support Engineer responsible for proactive and reactive support for select Glean customers. You’ll own issue prioritization, develop resolution plans, create runbooks, document knowledge, and drive product and service improvements with cross-team collaboration, ensuring timely responses and high-quality customer experience for enterprise users.

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Glean
Glean
1 year ago

Designated Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 minutes agoStatus: Live

Job Summary

Join a venture-backed startup as a Designated Technical Support Engineer responsible for proactive and reactive support for select Glean customers. You’ll own issue prioritization, develop resolution plans, create runbooks, document knowledge, and drive product and service improvements with cross-team collaboration, ensuring timely responses and high-quality customer experience for enterprise users.
Location: New York, Palo Alto
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.
  • •Provide first response, technical troubleshooting, resolution, and follow-through of customer issues and inquiries.

Pay and Benefits

Perks:Health InsuranceVisionDental401kHome OfficeEducation StipendWellness StipendMeal Allowance

Key Requirements

  • •Troubleshoot and isolate issues to their root cause and provide clear resolution paths.
  • •Debug issues by searching and reading application logs, analyzing stack traces and browser traces.
  • •Experience in at least one of: Customer Solutions Engineering, Support Engineering, or Professional Services.
  • •Hands-on experience with Search or Knowledge technologies and SaaS-based system integrations.
  • •Experience with Cloud technologies (GCP, AWS, or Azure) and REST API troubleshooting.
Experience:Enterprise softwareSaaSKnowledge management
Skills:Problem-solvingCommunicationDetail-orientedData-drivenCollaboration
Languages:English
Tech Stack:REST APISSOSAMLOAuthGitHubJiraConfluenceSQLKubernetesLinuxGCPAWSAzureLLM

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