Technical Support Engineer

🔥 9 minutes ago

🇺🇸 United States – Remote

💵 $143k - $170k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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👻 Ghost score 3%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
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Glean

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

🏢 Enterprise

⚡ Productivity

Artificial Intelligence • Enterprise • Productivity

Glean is a company that provides an AI-driven platform designed to optimize work processes within enterprises. The platform features advanced tools for workplace search, content creation, and automation of business workflows. Glean's solutions help organizations search for information across various data sources, create and summarize content efficiently, and automate routine tasks to enhance productivity. Their technology integrates AI capabilities such as pre-built prompts, AI agents, and AI-powered search, offering a comprehensive approach to knowledge management and workplace productivity. Glean's applications are particularly valuable in supporting engineering, sales, and support teams by streamlining processes and accelerating workflows.

📋 Description

• Own proactive and reactive support for designated Glean customers and prioritize their issues • Meet assigned customers regularly to review issues, develop resolution plans, and drive continuous support improvement • Remain available through collaborative communication channels to provide timely responses and updates • Create and maintain customer-specific runbooks and knowledge articles • Provide first response, technical troubleshooting, resolution, and follow-through for customer issues and inquiries • Assist customers with configuration, setup, and verification of content sources and product features • Educate customers on Glean product features • Identify system and user health issues and execute remediation plans • Handle customer-impacting alerts through resolution in coordination with customer administrators and system resources • Collaborate across Glean to drive product, process, and service improvements • Lead improvement projects that increase support scale and efficiency • Coordinate support activities while following customer access and security processes • Represent assigned customers' needs in product and security improvement efforts

🎯 Requirements

• Technical problem-solving skills, including troubleshooting and isolating issues to their root cause • Ability to debug issues by searching and reading application logs, analyzing stack traces, and browser trace files • Experience in at least one of Customer Solutions Engineering, Support Engineering, or Professional Services • Hands-on experience with Search technologies, Knowledge technologies, or SaaS-based system integrations • Experience with cloud technologies including Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure • Experience troubleshooting REST API issues • Working experience with SSO, SAML, OAuth, and network troubleshooting • Ability to fully document managed issues and contribute to the support knowledge base • Additional background screenings, clearances, training, and certification may be required • Ability to carry and use customer-provided equipment • Good-to-haves: knowledge of SQL/database, basic Kubernetes, intermediate/advanced Linux, GitHub, Jira, Confluence, and basic knowledge of LLMs and GPT • Ability to work flexible hours as needed

🏖️ Benefits

• Medical coverage • Vision coverage • Dental coverage • Generous time-off policy • 401k plan contribution opportunity • Home office improvement stipend • Annual education stipend • Annual wellness stipend • Regular company events • Healthy lunches daily • Variable compensation may be available for certain roles • Equity may be available for certain roles • Flexible working hours may be required for the role

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