Designated Technical Support Engineer
Provide dedicated proactive and reactive technical support for enterprise customers, troubleshooting complex issues across cloud, APIs, SSO, and search/knowledge systems while driving product improvements.
About the job
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.
Skills
Rest Api Troubleshooting, SSO, SAML, OAuth, Network Troubleshooting, AWS, GCP, Microsoft Azure, Application Logs Analysis, Stack Trace Debugging
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