Technical Support Engineer
Glean
Bangalore, IndiaPosted 2 months ago
Skill Required
SupportTechnical LeadTechnical Support EngineerAWSAzureGCPEngineeringKubernetesServiceNowJiraRESTbuildingEmbedded CGitLinuxOAuthCloudAPIsIAMSQLGenerative AIAI
Key highlights
- Hybrid role (3 days/week in Bangalore office)
- Minimum 7 years of Technical Support experience required
- Eligible for variable compensation, equity, and benefits
- Must have REST API troubleshooting experience
Role overview
Glean is the Work AI platform that helps enterprises work smarter with AI, offering advanced enterprise search, an AI Assistant, and scalable AI agents on a secure, open platform. The company is redefining how organizations find, use, and act on knowledge through its Enterprise and Personal Knowledge Graphs, delivering personalized, context-aware responses and automating real work across teams. Recognized as one of the world’s most innovative companies, Glean serves 1,000+ employees across 25+ countries and is seeking an AI Support Engineer to drive technical expansion, proactive and reactive support, and ensure an industry-leading customer experience. The role involves owning implementations, troubleshooting, onboarding datasources, educating customers, and collaborating across teams to improve products and services.
Responsibilities
- Own the implementation, customization, proactive and reactive support for Glean customers
- Provide first response, technical troubleshooting, resolution and follow-through of customer issues and inquiries
- Assist customers in on-boarding additional datasources into Glean to increase the content and knowledge for their users' search experience
- Educate customers on the use of Glean product features as needed
- Identify system and user health issues through analysis of key metrics, devise a remediation plan and execute while coordinating and updating the customer when needed
- Handle customer-impacting alerts which require coordination with customer admin and system resources through resolution
- Work closely with teams across Glean to drive product, process and service improvements
Requirements
- Minimum 7 years of experience in Technical Support
- Professional presentation and interaction skills with both customers and internal teams
- Plan and execute technical implementation of customer projects including configuration and customization with integrations to SaaS-based systems
- Proactive approach to delivering service to customers
- Highly organized and methodical, ensuring all issues are managed to completion
- Utilize metrics and objective measurements to assess success and improvement opportunities for customers
- Technical problem solving skills including ability to troubleshoot and isolate issues to their root cause
- Ability to debug issues including searching & reading application logs, analyzing stack traces and browser trace files
- Experience in at least one of the following disciplines: Customer Solutions Engineering, Support Engineering, Professional Services
- Hands-on experience 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
- Must have experience on troubleshooting REST API issues
- Working experience on SSO, SAML and OAuth & network troubleshooting
- Should be able to document the issues and contribute to support knowledge base
- Knowledge on SQL/database, Basics Kubernetes, Intermediate/Advanced Linux
Nice to have
- Good to have experience on using Github, Jira & Confluence
- Basic knowledge on LLM and how GPT works is a plus
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
Additional details
- This role is hybrid (3 days a week in our Bangalore office)
- 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.
- At Glean, AI fluency is core to how we work and we're committed to ensuring every new hire feels confident integrating AI into their everyday work. As part of the interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about, design, and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today — prior Glean experience isn't required.
- Depending on your location, the General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA), or other privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available in our Privacy Policy. By submitting your application, you are agreeing to our use and processing of your data as required. US applicants and their applications are subject to arbitration of disputes as outlined in our Applicant Arbitration Agreement.
- By clicking “Submit Application,” I confirm that I have read the Global Data Privacy Notice and the Applicant Arbitration Agreement, and I agree to the terms.