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Technical Support Engineer

Technical Support Engineer to support customers globally.
Glean
On-Site
United States
Undisclosed salary
Job Description
Glean is seeking a Technical Support Engineer to support its growing customer base. The Technical Support Engineer will partner with the Field team and customers to resolve inquiries and issues. This role involves supporting customers globally, with flexible work start times aligned to either US-East or US-West business hours.

What this role involves:
  • Providing high-quality customer communication, technical troubleshooting, resolution, and follow-through.
  • Assisting customers with new product features & configurations.
  • Onboarding new datasources and integrations into Glean.
  • Educating customers on the use of Glean product features.
  • Identifying customer system health issues by analyzing key metrics and dashboards.
  • Resolving customer-impacting alerts and drive customer change requests.
  • Contributing to customer help articles and internal runbooks.
  • Providing root cause analysis documents to explain high-impact incidents.
  • Working closely with teams across Glean to drive product, process, and service improvements.

Requirements:
  • Interpersonal skills: Communication, project planning, self-motivation, detail-oriented, data-driven.
  • Fluency in English (required), fluency in a foreign language (a plus).
  • Experience in Customer Success Management in a product-led or SaaS company (a plus).
  • Technical skills: Problem-solving, experience in Customer Success Management, Support Engineering, Professional Services, or Technical Project Management.
  • Experience in a customer-facing role in Search technologies, Knowledge technologies, or SaaS-based system integrations.
  • Experience with Cloud technologies (GCP, AWS, or Azure).
  • Bachelor’s Degree with 3+ years of industry experience or Masters with 1+ year of industry experience.

What 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)