What are the responsibilities and job description for the Technical Support Engineer position at Glean?
About Glean
We’re on a mission to make knowledge work faster and more humane. We believe that AI will fundamentally transform how people work. In the future, everyone will work in tandem with expert AI assistants who find knowledge, create and synthesize information, and execute work. These assistants will free people up to focus on the higher-level, creative aspects of their work.
We’re building a system of intelligence for every company in the world. On the surface, you can think of it as Google ChatGPT for the enterprise. Under the hood, our platform is the connective tissue between AI and knowledge. It brings all of a company’s knowledge together, understands it at a deep level, provides industry-leading search relevance over it, and connects it to generative AI agents and applications.
Glean was founded by a seasoned team of former Google search and Facebook engineers who saw a need in the enterprise space for their technical depth and passion for AI. We’re a diverse team of curious and creative people who want to help each other get big things done—so we can help other teams do the same.
We're backed by some of the Valley's leading venture capitalists—including Sequoia, Kleiner Perkins, Lightspeed, and General Catalyst—and have assembled a world-class team with senior leadership experience at Google, Slack, Facebook, Dropbox, Rubrik, Uber, Intercom, Pinterest, Palantir, and others
About the Role
Glean is looking for a talented Technical Support Engineer to join our rapidly expanding, venture-backed startup, to support our growing customer base by providing them with a superior support experience to pair with our amazing product.
As a Technical Support Engineer, you will partner with the Field team and customer to drive successful outcomes to all levels of inquiries and issues they may encounter in their Glean journey. You will be part of a team of motivated, seasoned support professionals - this team lives and breathes our company value “customer-obsessed”.
What you will be doing:
- Please note that this role will support customers globally and we are flexible to have the work start time aligned to either US-East or US-West business hours
- Provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned customer issues and inquiries, ensuring we meet or exceed all customer and internal SLA’s
- Assist customers with new product features & configurations along with onboarding new datasources and integrations into Glean to increase the content and knowledge for their users' search and assistant experience
- Educate customers on the use of Glean product features as needed
- Identify customer system health issues by analyzing key metrics and dashboards, then devising and executing a remediation plan while coordinating and updating the customer throughout
- Resolve customer-impacting alerts and drive customer change requests by coordinating activities with customer administrators
- Contribute to customer help articles and internal runbooks to improve overall support delivery
- Provide root cause analysis documents to explain high-impact incidents when needed
- Work closely with teams across Glean to drive product, process, and service improvements
What we are looking for:
Interpersonal skills:
- Communication: professional presentation and interaction skills with both customers and internal teams
- Project planning: plan and execute implementation of customer projects, including configuration and customization with integrations to SaaS-based systems
- Self-motivated: proactive approach to delivering service to customers
- Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion
- Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers
- Fluency English required, fluency in a foreign language a huge plus
- CSM Experience in a product-led or SaaS company is a plus
Technical skills:
- Problem-solving: troubleshoot and identify the root cause of issues utilizing all elements of the technical stack from network, system, database, storage, and application through to the end-user device
- Experience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project Management
- Experience in a customer-facing role in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations
- Experience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure.
Education & Experience
Bachelor’s Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience. We are hiring at all role levels, from junior to principal level.
Benefits
- Competitive compensation
- Medical, Vision and Dental coverage
- Flexible work environment and time-off policy
- 401k
- Company events
- A home office improvement stipend when you first join
- Annual education stipend
- Wellness stipend
- Healthy lunches and dinners provided daily
