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Salary: USD 120,000 - 190,000 / annual
Glean is seeking a Designated Technical Support Engineer to serve as a trusted technical resource for select enterprise customers. This role is dedicated to providing both proactive and reactive support, ensuring best-in-class customer experience for Glean's Work AI platform—an enterprise search and agentic AI system that helps organizations access and act on knowledge across their business.
Key Responsibilities:
- Own proactive and reactive support for assigned customers, prioritizing and resolving technical issues
- Meet regularly with assigned customers to review issues, develop resolution plans, and drive continuous improvement
- Provide first-response technical troubleshooting, resolution, and follow-through on customer inquiries
- Assist customers in configuring, setting up, and verifying 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 admins and internal resources
- Be available via collaborative communication channels to ensure timely responses and updates
- Work closely with cross-functional Glean teams to drive product, process, and service improvements
- Drive key improvement projects that enhance support scalability and customer experience
- Represent customer needs to Glean product and security teams
- Coordinate all support activities with assigned customers, adhering to their access, security, and contractual requirements
Note: 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.
Requirements:
Must-haves:
- Technical problem-solving skills including ability to troubleshoot and isolate issues to root cause
- Strong communication and presentation skills with ability to interact professionally with customers and internal teams
- Detail-oriented, highly organized, and methodical approach to issue management
- Data-driven mindset using metrics and objective measurements to assess success
- Technically curious with desire to continuously expand technical knowledge and share learnings
- Ability to tackle complex technical issues with focus on customer satisfaction
The posting excerpt indicates additional must-have and nice-to-have skills exist but were omitted from the provided text.
