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Designated Technical Support Engineer

Glean· Support
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Hybrid (Nashville, TN)$125k - $164kfull-timePosted 3w ago

About the role

Designated Technical Support Engineer at Glean, hybrid role based in Nashville, TN. Provides proactive and reactive technical support to designated customers, develops resolution plans, creates runbooks and knowledge articles, assists with configuration of content sources and product features, educates customers, and drives improvements in support processes. Role requires additional background screenings, customer-provided equipment, and extended on-call timing based on contractual obligations.

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

  • 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
  • Knowledge of SQL/database (good-to-have)
  • Basic Kubernetes (good-to-have)
  • Intermediate/Advanced Linux (good-to-have)
  • Experience in using Github, Jira & Confluence (good-to-have)
  • Basic knowledge of LLMs and how GPT works (good-to-have)

Skills

Required:Technical troubleshootingREST API troubleshootingCloud technologies (GCP/AWS/AZURE)SSO/SAML/OAuthDocumentation & knowledge baseCommunication

Benefits

  • Medical, Vision, and Dental coverage
  • generous time-off policy
  • 401k plan with company contributions
  • 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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