Cloud Infrastructure Engineer

Responsibilities

• Own infrastructure stability for designated customers, assist engineering teams in monitoring alerts and troubleshooting errors in Glean environments.
• Engage in customer major incidents, write and lead post-incident RCA reviews.
• Coordinate and execute software releases based on processes and maintenance windows.
• Set up new customer projects following Glean's architectural design and best practices, including running Terraform or setup scripts manually in restricted environments.
• Remediate security vulnerabilities in customers' projects.
• Work with customers and Glean's Security team to maintain security policies, including VPC SC, SCC, NGFW configs.
• Monitor security vulnerability findings and address them within agreed timeframes.
• Assist customers with cloud best practices (org policies, IAM setup, quotas, Disaster Recovery, LLM setup).
• Coordinate support activities with assigned customers, prioritizing issues with high urgency.
• Represent customer needs for product and security improvements.
• Take ownership of proactive and reactive support, create and maintain customer-specific runbooks and knowledge articles.
• Provide first response, technical troubleshooting, resolution, and follow-through on customer issues.
• Assist in configuration, setup, and verification of new content sources and product features.
• Handle customer-impacting alerts requiring coordination with customer admins and systems.

Requirements

• Technically curious with desire to expand knowledge.
• Fearless in tackling tough customer and technical issues.
• Strong communicator and presenter.
• Detail-oriented and highly organized.
• Data-driven using metrics for success.
• Experience and certifications in at least one of: Google Cloud Platform (GCP), AWS, or Microsoft Azure.
• Experience with deployment and release using CI/CD and standard frameworks in production.
• Deep knowledge of cloud network and security concepts with practical experience.
• Knowledge of SQL/database, basic Kubernetes, intermediate/advanced Linux; familiarity with Terraform.
• Technical problem-solving skills for troubleshooting in cloud environments.
• Ability to debug issues including logs, stack traces, browser traces.
• 2+ years coding and debugging in Java and Python.
• 3+ years in Infrastructure Support, Solutions Engineering, Support Engineering, Professional Services, or DevOps Engineering.
• Experience troubleshooting REST API issues.
• Working experience with SSO, SAML, OAuth, and network troubleshooting.
• Experience using GitHub, Jira, Confluence.

Preferred

• Basic knowledge of LLMs and how GPT works.
• Ability to fully document issues and contribute to knowledge base.
• Hands-on experience in search technologies, knowledge technologies, or SaaS integrations.

Compensation

Standard base salary range: $144,000 - $174,000 annually. Compensation determined by location, level, knowledge, skills, experience. Eligible for variable compensation, equity, and benefits.