Technical Support Engineer

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”.

You will:

• 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

About you:

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.

Compensation & Benefits:

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

We offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals. When you join, you'll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused.

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.