Designated Technical Support Engineer

Responsibilities

• Own proactive and reactive support for designated Glean customers by prioritizing issues
• Meet regularly with assigned customers to review issues, develop resolution plans, and drive continuous improvement
• Provide first response, technical troubleshooting, resolution, and follow-through of customer issues
• Assist customers with configuration, set-up, and verification of new content sources and product features
• Educate customers on Glean product features
• Identify system and user health issues, create and execute remediation plans
• Handle customer-impacting alerts requiring coordination through resolution
• Create and maintain customer-specific runbooks and knowledge articles
• Work closely with internal teams to drive product, process, and service improvements
• Drive key improvement projects to improve support scale and efficiency
• Coordinate support activities with stringent access/security processes for assigned customers
• Represent unique customer needs for product and security improvements

Requirements

• Technical problem-solving skills including ability to troubleshoot and isolate issues to root cause
• Ability to debug issues including searching & reading application logs, analyzing stack traces and browser trace files
• Experience in at least one: Customer Solutions Engineering, Support Engineering, Professional Services
• Hands-on experience in at least one: Search technologies, Knowledge technologies, SaaS-based system integrations
• Experience with Cloud technologies (GCP, AWS, or Azure)
• Experience troubleshooting REST API issues
• Working experience with SSO, SAML, OAuth, and network troubleshooting
• Ability to fully document issues and contribute to the support knowledge base
• Technically curious with a desire to continuously add technical knowledge
• Strong communicator with superior presentation and interaction skills
• Detail-oriented, highly organized, and methodical
• Data-driven approach using metrics to assess success

Nice-to-Haves

• Knowledge of SQL/database
• Basic Kubernetes experience
• Intermediate/Advanced Linux experience
• Experience using GitHub, Jira & Confluence
• Basic knowledge of LLMs and how GPT works

Note: This role requires additional background screenings/clearances/training/certification, carry & use of customer-provided equipment, and extended on-call shift timing based on customer contractual obligations.