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Technical Support Engineer

Palo Alto, CA

About Glean:

Founded in 2019, Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find, organize, and share information across their teams. By integrating seamlessly with tools like Google Drive, Slack, and Microsoft Teams, Glean ensures employees can access the right knowledge at the right time, boosting productivity and collaboration. The company’s cutting-edge AI technology simplifies knowledge discovery, making it faster and more efficient for teams to leverage their collective intelligence.

Glean was born from Founder & CEO Arvind Jain’s deep understanding of the challenges employees face in finding and understanding information at work. Seeing firsthand how fragmented knowledge and sprawling SaaS tools made it difficult to stay productive, he set out to build a better way - an AI-powered enterprise search platform that helps people quickly and intuitively access the information they need. Since then, Glean has evolved into the leading Work AI platform, combining enterprise-grade search, an AI assistant, and powerful application- and agent-building capabilities to fundamentally redefine how employees work.

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

For California based applicants: 

The standard base salary range for this position is $75,000 - $150,000 annually. 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 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.

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