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Technical Support Engineer ( EST shift hours 5:30PM - 2:30PM IST)

Technical Support Engineer role at Glean in Bangalore.
Glean
On-Site
India
Undisclosed salary
Job Description

Glean is seeking a talented Customer Solutions Engineer to join their expanding startup. The company is dedicated to creating a modern knowledge assistant that personalizes information access for every employee within an organization. The ideal candidate will be customer-obsessed and possess a passion for delivering exceptional service.

In this role, the Customer Solutions Engineer will be responsible for driving technical expansion and providing both proactive and reactive support to Glean's growing customer base. They will ensure the highest level of service, contributing to the best customer experience in the industry.

What this role involves:

  • Owning the implementation, customization, proactive and reactive support for Glean customers
  • Providing first response, technical troubleshooting, resolution and follow-through of customer issues and inquiries
  • Assisting customers in on-boarding additional datasources into Glean
  • Educating customers on the use of Glean product features as needed
  • Identifying system and user health issues through analysis key metrics
  • Handling customer-impacting alerts which require coordination with customer admin and system resources through resolution
  • Working closely with teams across Glean to drive product, process and service improvements

Requirements:

  • Professional presentation and interaction skills
  • Experience in project planning and technical implementation
  • Self-motivated with a proactive approach to customer service
  • Detail-oriented, highly organized, and methodical
  • Data-driven, utilizing metrics to assess success
  • 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 Cloud technologies (GCP, AWS, or Azure)
  • Experience troubleshooting REST API issues
  • Working experience on SSO, SAML and OAuth & network troubleshooting
  • Knowledge on SQL/database, Basics Kunbernetes, Intermediate/Advanced Linux

What this role offers:

  • Opportunity to work at Glean
  • Opportunity to work with a customer-obsessed team
  • Opportunity to drive product, process and service improvements
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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)