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Designated Technical Support Engineer

Glean· Support
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Hybrid (New York, NY)$143k - $190kFull-timePosted 4w ago

About the role

Technical support engineer role focused on proactive/reactive support for designated customers, delivering high-urgency issue resolution, customer education, and process improvements within Glean’s enterprise knowledge platform.

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
  • Please note that this role will be dedicated to select customers and requires additional background screenings/clearances/training/certification, carry & use of customer-provided equipment, and extended on-call shift timing based on customer contractual obligations.

Qualifications

  • Must-haves: 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
  • Good-to-haves: Knowledge of SQL/database, Basic Kubernetes, Intermediate/Advanced Linux
  • Experience in using Github, Jira & Confluence
  • Basic knowledge of LLM’s and how GPT works

Skills

Required:Technical problem solvingDebugging and log analysisCloud platformsREST API troubleshootingSSO/SAML/OAuthDocumentation and knowledge baseCommunicationCross-functional collaboration

Benefits

  • Medical, Vision, and Dental coverage
  • generous time-off policy
  • 401k plan
  • home office improvement stipend
  • annual education and wellness stipends
  • regular events and healthy lunches daily
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Glean

Work AI that Works | Agents, Assistant & Search

Glean is the Work AI platform connected to your enterprise's data. Find, create, and automate anything. Explore what Work AI can do for you!

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