Technical Support Engineer ( Japan) at Glean

Glean is seeking a Technical Support Engineer to join their team in Japan. This role involves providing technical support to Glean's expanding customer base, ensuring they receive excellent service. The ideal candidate will be fluent in both Japanese and English.

The Customer Solutions Engineer will be responsible for technical expansion and providing support. They will provide the highest level of service to customers, ensuring the best experience in the industry. This role is based in Japan and will initially be remote until an office space is established.

What the role involves:

• Handling the implementation, customization, and support for Glean customers
• Providing first response, technical troubleshooting, resolution, and follow-through for customer issues
• Assisting customers in onboarding additional data sources into Glean
• Educating customers on the use of Glean product features
• Identifying system and user health issues through key metrics analysis
• Handling customer-impacting alerts and coordinating with customer admin and system resources
• Collaborating with internal teams to drive product, process, and service improvements

Requirements:

• Fluency in both Japanese and English (speaking, reading, and writing)
• Professional presentation and interaction skills
• Experience in project planning and technical implementation
• Self-motivated with a proactive approach
• Detail-oriented and highly organized
• Data-driven and utilizes metrics for assessment
• Technical problem-solving skills and ability to troubleshoot issues
• 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 such as Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure
• Experience troubleshooting REST API issues
• Working experience with SSO, SAML, OAuth, and network troubleshooting
• Ability to document issues and contribute to support knowledge base
• Knowledge of SQL/database, basics of Kubernetes, and intermediate/advanced Linux
• Experience using Github, Jira, and Confluence (good to have)
• Basic knowledge of LLM and how GPT works (a plus)