Designated Technical Support Engineer
Glean
Bangalore, IndiaPosted 2 months ago
Skill Required
SupportTechnical LeadTechnical Support EngineerEngineeringServiceNowsecuritybuildingEmbedded CGitAPIsGenerative AIAI
Key highlights
- Hybrid role (3 days/week in Bangalore office)
- Requires additional background screenings/clearances/training/certification
- Eligible for variable compensation, equity, and benefits
- Experience in Customer Solutions Engineering, Support Engineering, or Professional Services required
- Must have troubleshooting experience with REST API, SSO, SAML, and OAuth
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, helping large organizations make every employee AI-fluent. The Designated Technical Support Engineer role involves providing proactive and reactive support to select customers, ensuring high service levels, and driving continuous improvement in customer experience. This role requires additional background screenings, clearances, training, certification, and extended on-call shifts based on customer obligations.
Responsibilities
- Own the proactive and reactive support for Glean customers by prioritizing issues for your designated customer(s)
- Meet with your assigned customers regularly to review issues and develop resolution plans and drive continuous improvement in how you and your Glean teammates provide support to them
- Be available to your assigned customers via collaborative communication channels consistently to ensure you are providing timely responses and updates on issues
- 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
- Educate customers on the use of Glean product features
- Identify system and user health issues, then create and execute remediation plans while coordinating and updating the customer accordingly
- 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
- Drive key improvement projects that will improve the scale and efficiency of support, while providing upgrades to the customers’ support experience
- 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
Requirements
- 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
- Problem solving: technical problem-solving skills including the 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 in troubleshooting REST API issues
- Working experience on SSO, SAML, and OAuth along with network troubleshooting
- Able to fully document issues you manage and contribute to the support knowledge base
- Knowledge of SQL/database, Basic Kubernetes, Intermediate/Advanced Linux
- Experience in using Github, Jira & Confluence
Nice to have
- Basic knowledge of LLM’s and how GPT works
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.
- 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.
- 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.
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