Designated Technical Support Engineer

Job Description

Glean is seeking a talented Designated Technical Support Engineer to join their rapidly expanding, venture-backed startup. This role is dedicated to select customers and requires additional background screenings/clearances/training/certification, carry & use of customer-provided equipment, and extended on-call shift timing based on customer contractual obligations. The ideal candidate will provide proactive and reactive support to a growing customer base, ensuring the highest level of service and customer satisfaction.Responsibilities:

• Own proactive and reactive support for designated customers.
• Meet with assigned customers regularly to review issues and develop resolution plans.
• Provide timely responses and updates on issues via collaborative communication channels.
• Create and maintain customer-specific runbooks and knowledge articles.
• Provide first response, technical troubleshooting, resolution, and follow-through of customer issues and inquiries.
• Assist customers in the configuration, set-up, and verification of new content sources and product features.
• Educate customers on the use of Glean product features.
• Identify system and user health issues and execute remediation plans.
• Handle customer-impacting alerts and coordinate with customer admin and system resources.
• Work closely with teams across Glean to drive product, process, and service improvements.
• Drive key improvement projects to improve the scale and efficiency of support.
• Coordinate all support activities with assigned customers, ensuring stringent access and security processes.
• Represent the unique needs of assigned customers with respect to product and security improvements.

Requirements:

• Technically curious with a desire to add technical knowledge and skills.
• Fearless in tackling tough customer and technically complex issues.
• Strong communicator with superior interaction skills.
• Detail-oriented, highly organized, and methodical.
• Data-driven, utilizing metrics to assess success and improvement opportunities.
• Technical problem-solving skills, including the ability to troubleshoot and isolate issues to their root cause.
• Experience in Customer Solutions Engineering, Support Engineering, or Professional Services.
• Hands-on experience in Search technologies, Knowledge technologies, or SaaS-based system integrations.
• Experience with Cloud technologies (GCP, AWS, or Azure).
• Experience troubleshooting REST API issues.
• Working experience on 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