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Designated Technical Support Engineer, Ops

Glean· Support
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Hybrid (Mountain View, CA)$120k - $175kFull-timePosted 1w ago

About the role

Role in the Glean Support Organization focused on metrics, AI-powered tooling, and operational excellence to improve Support productivity and customer experience.

Responsibilities

  • Define, track, and refine Support metrics (ticket volume, TTR, CSAT, deflection, automation rate, containment, backlog health, agent effort).
  • Build and maintain dashboards/reports in spreadsheets and BI tools (e.g., Sigma / Looker / Tableau) for Support and CX leadership; present insights regularly.
  • Serve as the operational owner for AI-powered support tools (Glean agents, internal copilots, routing/triage bots, AI macros, deflection experiences); monitor and continuously improve.
  • Analyze agent/automation performance and run experiments on prompts/workflows/routing rules to improve outcomes.
  • Partner with Product, Engineering, and Data Science to scope/launch new AI use cases for Support (routing, duplicate detection, auto-tagging, SLA risk prediction, backlog forecasting).
  • Ensure AI/automation features have guardrails, runbooks, monitoring; integrate human support workflows with AI experiences.
  • Lead special projects to improve Support productivity and customer experience (new queue designs, channel strategy, AI pilots, process redesigns).
  • Own work-back plans, stakeholder alignment, risks, and communication; design and run A/B tests across macros, forms, flows, and AI experiences; quantify impact on FRT, TTR, CSAT, deflection, and agent effort.
  • Analyze support workflows and ticket data to identify inefficiencies; document processes, SOPs, and runbooks; maintain knowledge base; define SLIs/SLOs for Support ops and AI tools with alerting.

Qualifications

  • 5+ years of experience in CX Operations, Revenue Operations, or related GTM operations roles, ideally in B2B SaaS.
  • Track record of building/improving CS systems and processes with measurable impact on retention, expansion, or health.
  • Strong understanding of key post-sales metrics and leading indicators.
  • Experience operating in high-growth or startup environments with ambiguity.
  • Curious, customer-driven, systems thinker, data-driven experimenter, continuous learner.
  • Nice-to-Have Skills: SQL and at least one BI platform (e.g., Sigma, Looker, Metabase, Tableau); experience designing/operating support automations and AI agents; change management in support; knowledge of SaaS/cloud tech; knowledge base management.

Skills

Required:Metrics definition & analyticsBI toolsAI tooling & automationProgram & project management
Nice to have:SQL

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
Last updated Oct 14, 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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