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 timely responses and updates via collaborative communication channels
• Create and maintain customer-specific runbooks and knowledge articles
• Deliver first response, technical troubleshooting, resolution, and follow-through on customer issues
• Assist customers with configuration, setup, 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 with customer admins and system resources
• Work cross-functionally to drive product, process, and service improvements
• Lead improvement projects to scale support efficiency and upgrade customer experience
• Coordinate support activities with stringent access/security processes and high urgency
• Represent customer needs regarding product and security improvements

Requirements

• Technical problem-solving skills with 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 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 (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

Nice-to-Haves

• Knowledge of SQL/database
• Basic Kubernetes experience
• Intermediate/Advanced Linux
• Experience with GitHub, Jira, Confluence
• Basic knowledge of LLMs and GPT architecture

Note: This role requires additional background screenings/clearances, use of customer-provided equipment, and extended on-call shifts based on customer obligations.