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Designated Technical Support Engineer

Designated Technical Support Engineer role at Glean in Palo Alto, CA.
Glean
On-Site
United States
USD 120,000 - 180,000
Job Description
Glean is seeking a Designated Technical Support Engineer to join their expanding team. Glean is dedicated to transforming knowledge work through AI, offering a modern knowledge assistant that personalizes information access for every employee. The ideal candidate will be customer-obsessed and provide proactive and reactive support to Glean's growing customer base.

Role involves:
  • Owning proactive and reactive support for designated customers.
  • Meeting with customers to review issues and develop resolution plans.
  • Providing timely responses and updates via collaborative communication channels.
  • Creating and maintaining customer-specific runbooks and knowledge articles.
  • Assisting customers in configuring new content sources and product features.
  • Educating customers on Glean product features.
  • Identifying system and user health issues and executing remediation plans.
  • Handling customer-impacting alerts and coordinating with customer resources.
  • Driving product, process, and service improvements.
  • Coordinating support activities with stringent access and security processes.
  • Representing customer needs for product and security improvements.

Requirements:
  • Technical problem-solving skills, including troubleshooting and root cause isolation.
  • 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 Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure.
  • Experience troubleshooting REST API issues.
  • Working experience with SSO, SAML, and OAuth, along with network troubleshooting.
  • Ability to fully document issues and contribute to the support knowledge base.

Glean offers:
  • Competitive compensation
  • Medical, Vision and Dental coverage
  • Flexible work environment and time-off policy
  • 401k
  • Company events
  • A home office improvement stipend when you first join
  • Annual education stipend
  • Wellness stipend
  • Healthy lunches and dinners provided daily
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Glean

Glean is an AI-powered enterprise search and knowledge discovery platform. It aims to revolutionize how people work by providing a system of intelligence that connects employees to a company's collective knowledge. By understanding data at a deep level, it delivers relevant search results and connects users to generative AI agents. Founded by former Google and Facebook engineers, Glean builds connective tissue between AI and knowledge.

All Jobs at Glean (102)