Back to jobs

Cloud Infrastructure Engineer

Bangalore, India

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 Cloud Infrastructure Engineer to join our rapidly expanding, venture-backed startup.  We are building a modern knowledge assistant personalized to every employee in your organization, making all information within your company accessible, contextual, and fresh. Our team works hard and plays hard. We are professional, creative, passionate, and most importantly - customer-obsessed.

As a trusted technical resource to your assigned customers, you will ensure customer infrastructure releases and stability is your top priority, and ensure that application support issues are also managed professionally through resolution. By providing the highest level of service to our customers, you will ensure our customer experience is the best in the industry.

WHAT YOU WILL DO AND ACHIEVE

Please note that this role will be dedicated to select customers and requires additional background screenings/clearances/training/certification, carry & use of customer-provided equipment, and extended on-call shift timing based on customer contractual obligations.

  • Own the infrastructure stability for your designated customer(s).  Assist the Engineering teams in monitoring alerts and troubleshooting errors in the customer’s Glean environment.  
  • Actively engage in any customer major incident and write up, deliver, and lead the customer review of any post-incident RCA documents
  • Coordinate and execute software releases based on agreed-upon processes & maintenance windows
  • Set up new customer projects following Glean’s architectural design and best practices.  Complete project setup in restricted environments, including running Terraform or other setup scripts manually
  • Remediate any security vulnerabilities in your customers’ projects.
    • Work with customers and Glean’s Security team to maintain security policies, including VPC SC, SCC, NGFW configs.  
    • Monitor security vulnerability findings and work with Glean Security and Engineering teams to address them within agreed-upon timeframes with customers
  • Assist customers with cloud best practices with respect to the Glean implementation, including org policies, IAM setup, quotas, Disaster Recovery, and LLM setup
  • Coordinate all support activities with your assigned customer(s), which may include more stringent access and security processes, ensuring you move with high urgency for their issues.
  • Represent the unique needs of your assigned customer(s) with respect to product and security improvements that will improve the customer support experience
  • Take ownership of proactive and reactive support for Glean customers by prioritizing issues for your designated customer(s)
  • Create and maintain customer-specific runbooks and knowledge articles
  • Provide first response, technical troubleshooting, resolution, and follow-through of customer issues and inquiries
  • Assist customers in the configuration, set-up, and verification of new content sources and product features to enable them to realize additional value for their users
  • Handle customer-impacting alerts which require coordination with customer admin and system resources through resolution

WHO YOU ARE

  • Technically curious: you have a never-ending desire to add technical knowledge and skills to your personal toolkit and share those learnings with your peers
  • Fearless: you have an intense need to tackle the toughest customer issues and technically complex issues with the goal of driving customer satisfaction
  • Strong communicator: you are a professional presenter with superior interaction skills with both customers and internal teams
  • Detail-oriented: you are highly organized and methodical, ensuring all issues are managed to completion
  • Data-driven: you utilize metrics and objective measurements to assess success and improvement opportunities for yourself and for the customer experience

KEY KNOWLEDGE AND SKILLS REQUIRED

Must haves

  • Experience and certifications in Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure
  • Experience with deployment and release using CI/CD and standard deployment frameworks in a production environment
  • Deep knowledge of cloud network and security concepts with practical implementation experience
  • Knowledge of SQL/database, Basic Kubernetes and Intermediate/Advanced Linux. Familiarity with infrastructure as code tools like Terraform is essential
  • Problem solving: technical problem-solving skills including the ability to troubleshoot and isolate issues to their root cause in cloud environments
  • Ability to debug issues including searching & reading application logs, analyzing stack traces and browser trace files
  • 2+ years of coding and debugging experience in Java and Python
  • 3+ years of experience in at least one of the following disciplines: Infrastructure Support, Solutions Engineering, Support Engineering, Professional Services, DevOps Engineering
  • Must have experience in troubleshooting REST API issues
  • Working experience on SSO, SAML, and OAuth along with network troubleshooting
  • Experience in using Github, Jira & Confluence

Good to haves

  • Basic knowledge of LLM’s and how GPT works
  • Able to fully document issues you manage and contribute to the support knowledge base
  • Hands-on experience in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations

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.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Glean’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.