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 Technical Support Engineer to provide high-quality customer communication and technical troubleshooting to enhance customer experience and support their growing customer base.

Responsibilities:

• 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

Requirements:

• Bachelor's Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience
• Fluency English required
• 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
• 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
• Fluency in a foreign language a huge plus
• CSM Experience in a product-led or SaaS company is a plus