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Designated Technical Support Engineer

Glean is hiring a Designated Technical Support Engineer.
Glean
On-Site
United States
Undisclosed salary
Job Description

Glean is seeking a Designated Technical Support Engineer to join their expanding team. This role involves providing proactive and reactive support to a growing customer base, ensuring a top-tier customer experience. The ideal candidate will be technically curious, fearless in tackling complex issues, and a strong communicator.

Responsibilities:

  • Own proactive and reactive support for designated customers.
  • Meet regularly with customers to review issues and develop resolution plans.
  • Provide timely responses and updates via collaborative communication channels.
  • Create and maintain customer-specific runbooks and knowledge articles.
  • Troubleshoot and resolve customer issues and inquiries.
  • Assist with configuration, setup, and verification of content sources and product features.
  • Educate customers on product features.
  • Identify and remediate system and user health issues.
  • Handle customer-impacting alerts.
  • Collaborate with internal teams to drive product, process, and service improvements.
  • Coordinate support activities, ensuring stringent access and security processes.
  • Represent customer needs for product and security improvements.

Requirements:

  • Technical problem-solving skills.
  • 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 on SSO, SAML, and OAuth along with network troubleshooting.
  • Ability to 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.

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