Designated Technical Support Engineer ( EST Timeshift - 5:30PM - 2:30AM)

Job Description

Glean is seeking a talented Designated Technical Support Engineer to join their rapidly expanding team. This role involves providing proactive and reactive support to a growing customer base, ensuring the highest level of service and customer satisfaction. The Designated Technical Support Engineer will be a trusted technical resource, dedicated to select customers, and will require additional background screenings, clearances, training, and the use of customer-provided equipment. This role also includes extended on-call shift timing based on customer contractual obligations.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 on issues via collaborative communication channels.
• Creating and maintaining customer-specific runbooks and knowledge articles.
• Providing first response, technical troubleshooting, resolution, and follow-through of customer issues.
• Assisting customers in the configuration, set-up, and verification of new content sources and product features.
• Educating customers on the use of Glean product features.
• Identifying system and user health issues and executing remediation plans.
• Handling customer-impacting alerts and coordinating with customer admin and system resources.
• Working closely with teams across Glean to drive product, process, and service improvements.
• Driving key improvement projects to improve the scale and efficiency of support.
• Coordinating all support activities with assigned customers, ensuring high urgency for their issues.
• Representing the unique needs of assigned customers with respect to product and security improvements.

Requirements:

• Technical problem-solving skills, including the ability to troubleshoot and isolate issues to their root cause.
• Ability to debug issues, including searching & reading application logs, analyzing stack traces and browser trace files.
• 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 in 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:

• Opportunity to work in a rapidly expanding, venture-backed startup.
• A customer-obsessed work environment.
• A diverse and inclusive company culture.