Designated Technical Support Engineer (Ops)

Join Glean, a fast-growing startup, as a Designated Technical Support Engineer. In this role, you will focus on improving the effectiveness of our Support team through metrics, AI-powered tooling, and operational excellence. You will define and track support metrics, build and maintain dashboards, present insights to leadership, and serve as the operational owner for AI-powered support tools. You will also partner with cross-functional teams to launch new AI use cases and lead special projects to improve support productivity and customer experience.

Responsibilities

• Definir, rastrear y refinar continuamente las métricas de soporte, incluyendo el volumen de tickets, el tiempo de respuesta, la satisfacción del cliente, la tasa de automatización y la salud de la backlog.
• Construir y mantener paneles de control y informes recurrentes en hojas de cálculo y herramientas de BI para proporcionar visibilidad clara al liderazgo de Soporte y CX sobre el rendimiento y las tendencias.
• Servir como propietario operativo de las herramientas de soporte impulsadas por IA, incluyendo la configuración, el monitoreo y la mejora continua.
• Continuous learner: Always looking for opportunities to document, measure, and refine team practices as AI capabilities evolve
• Strong understanding of key post-sales metrics and leading indicators
• Data‑driven experimenter: You’re comfortable forming hypotheses, running experiments, and measuring impact, especially around AI and automation

Requirements

• Experience operating in high‑growth or startup environments where you’ve had to build structure in ambiguity
• Customer‑driven: Motivated by improving both internal support processes and the end customer’s experience
• Curious: Eager to tackle process, workflow, and AI‑related challenges to improve team outcomes
• 5+ years of experience in CX Operations, Revenue Operations, or related GTM operations roles, ideally in B2B SaaS
• Track record of building or materially improving CS systems and processes (health scoring, renewals forecasting, playbooks, segmentation) and demonstrating measurable impact on retention, expansion, or health
• Systems thinker: You enjoy mapping how tools, data, and processes fit together and simplifying complexity for others
• Familiarity with knowledge base management and content creation

Working knowledge of SaaS products and/or cloud technologies

• Prior experience designing or operating support automations and AI agents (e.g., Fin, Glean agents, Zendesk bots, workflow tools)
• Experience driving change management in support organizations, including training, communications, and adoption measurement
• Proficiency with SQL and at least one BI platform (e.g., Sigma, Looker, Metabase, Tableau)

Pay

USD 120,000 - 175,000