# Designated Technical Support Engineer

**Company:** [Glean](https://hotfix.jobs/companies/glean)
**Location:** New York, NY
**Role:** Support Engineering
**Skills:** Rest Api Troubleshooting, SSO, SAML, OAuth, AWS, GCP, Azure, Application Log Analysis, Network Troubleshooting, Search Technologies, Saas Integrations, Kubernetes, Linux, SQL, Jira
**Posted:** 2026-05-28

> Provide dedicated technical support for enterprise customers, troubleshooting complex issues with REST APIs, SSO/SAML/OAuth, cloud platforms, and search technologies while building customer relationships.

## Job Description

## 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.

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**Apply:** https://hotfix.jobs/jobs/2ec9147f-416f-4e2b-9a7b-fcc5cac5ee08
**Canonical:** https://hotfix.jobs/jobs/2ec9147f-416f-4e2b-9a7b-fcc5cac5ee08