Designated Technical Support Engineer

Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find, organize, and share information across their teams. They are seeking a Designated Technical Support Engineer to provide proactive and reactive support to their customers, ensuring a high level of service and customer satisfaction.

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:

• 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
• Basic knowledge of LLM's and how GPT works