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Designated Technical Support Engineer

Glean

Join Glean, a rapidly expanding startup focused on creating a modern knowledge assistant for organizations. As a Designated Technical Support Engineer, you will provide proactive and reactive support to our customers, ensuring the highest level of service and customer experience. You will be responsible for prioritizing issues, meeting with customers regularly, creating and maintaining runbooks and knowledge articles, and driving key improvement projects. This role requires technical curiosity, problem-solving skills, and experience in customer solutions engineering or support engineering.

About Glean

Data-driven: you utilize metrics and objective measurements to assess success and improvement opportunities for yourself and for the customer experience

Responsibilities

  • Assurer le support proactif et réactif pour les clients de Glean, en priorisant les problèmes et en développant des plans de résolution.
  • Rencontrer régulièrement les clients assignés pour examiner les problèmes, développer des plans de résolution et améliorer continuellement le support.
  • Créer et maintenir des manuels d'exploitation spécifiques aux clients et des articles de connaissance, et fournir une réponse technique et une résolution des problèmes.
  • Technically curious: you have a never-ending desire to add technical knowledge and skills to your personal toolkit and share those learnings with your peers
  • Able to fully document issues you manage and contribute to the support knowledge base
  • Working experience on SSO, SAML, and OAuth along with network troubleshooting
  • Fearless: you have an intense need to tackle the toughest customer issues and technically complex issues with the goal of driving customer satisfaction

Requirements

  • Experience in at least one of the following disciplines: Customer Solutions Engineering, Support Engineering, Professional Services

Must have experience in troubleshooting REST API issues

  • Hands-on experience in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations
  • Strong communicator: you are a professional presenter with superior interaction skills with both customers and internal teams
  • Problem solving: technical problem-solving skills including the ability to troubleshoot and isolate issues to their root cause
  • Detail-oriented: you are highly organized and methodical, ensuring all issues are managed to completion
  • Experience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure
  • Ability to debug issues including searching & reading application logs, analyzing stack traces and browser trace files
  • Basic knowledge of LLM’s and how GPT works
  • Experience in using Github, Jira & Confluence
  • Knowledge of SQL/database, Basic Kubernetes, Intermediate/Advanced Linux

Pay

USD 143,000 - 190,000

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