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Salary: USD 120,000 - 170,000 / annual
Glean is a Work AI platform that helps enterprises work smarter with AI. The company has evolved from advanced enterprise search into a full-scale AI ecosystem, powering intelligent search, AI assistants, and scalable AI agents on a secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean enables organizations to govern, scale, and customize AI across their business without vendor lock-in.
As a Designated Technical Support Engineer, you will serve as a trusted technical resource to assigned enterprise customers, providing both proactive and reactive support. This is a dedicated customer-facing role that requires deep engagement with select customers and extended on-call responsibilities based on contractual obligations.
Key responsibilities include:
- Own proactive and reactive support for designated customer(s), prioritizing and resolving issues
- Meet regularly with assigned customers to review issues, develop resolution plans, and drive continuous improvement
- Provide first response, technical troubleshooting, and resolution of customer issues and inquiries
- Assist customers in configuration, setup, and verification of new content sources and product features
- Create and maintain customer-specific runbooks and knowledge articles
- Educate customers on Glean product features and capabilities
- Identify system and user health issues, then create and execute remediation plans
- Handle customer-impacting alerts requiring coordination with customer admin and system resources
- Work closely with cross-functional Glean teams to drive product, process, and service improvements
- Drive key improvement projects that enhance support scale, efficiency, and customer experience
- Represent customer needs with respect to product and security improvements
- Maintain availability via collaborative communication channels for timely responses and updates
This role requires additional background screenings, clearances, training, certification, use of customer-provided equipment, and extended on-call shift timing based on customer contractual obligations.
The position is hybrid: 2 days per week in New York, NY or 3 days per week in Nashville, TN.
REQUIREMENTS:
Must-haves:
- Technical problem-solving skills including the ability to troubleshoot and isolate issues to their root cause
- Technically curious with a never-ending desire to add technical knowledge and skills
- Fearless approach to tackling the toughest customer and technically complex issues
- Strong communication skills with professional presentation abilities and superior interaction skills with customers and internal teams
- Detail-oriented, highly organized, and methodical in managing issues to completion
- Data-driven mindset utilizing metrics and objective measurements to assess success and improvement opportunities
