Glean
Founded in 2019, Glean is an AI-powered knowledge management platform designed to help organizations quickly find, organize, and share information across their teams. By integrating with tools like Google Drive, Slack, and Microsoft Teams, Glean makes knowledge accessible at the right moment to boost productivity and collaboration.
Glean was founded by Founder & CEO Arvind Jain, who identified the challenges of finding and understanding information at work. He built an AI-powered enterprise search platform that helps people access information quickly and intuitively. Glean now combines enterprise-grade search, an AI assistant, and powerful application- and agent-building capabilities to redefine how employees work.
About the Role:
Glean is looking for a talented Technical Support Engineer to join our rapidly expanding, venture-backed startup. You will support our growing customer base by delivering a superior support experience that complements our product. As a Technical Support Engineer, you will partner with the Field team and customers to drive successful outcomes for inquiries and issues across the Glean journey. You will be part of a team of motivated, seasoned support professionals who live by our value customer-obsessed. You will:
Provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned issues and inquiries, ensuring we meet or exceed customer and internal SLA’s. Assist customers with new product features and configurations, onboarding new data sources and integrations into Glean to improve search and assistant experiences. Educate customers on Glean product features as needed. Identify customer system health issues by analyzing metrics and dashboards, then develop and execute remediation plans while keeping the customer informed. Resolve customer-impacting alerts and drive change requests by coordinating with customer administrators. Contribute to customer help articles and internal runbooks to improve overall support delivery. Provide root cause analysis documents for high-impact incidents when needed. Collaborate with teams across Glean to drive product, process, and service improvements. About you:
Interpersonal skills
Communication: professional presentation and interaction with both customers and internal teams Project planning: plan and execute implementation of customer projects, including configuration and integrations with SaaS-based systems Self-motivated: proactive approach to delivering service to customers Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers Fluency in English required; fluency in a foreign language is a huge plus CSM Experience in a product-led or SaaS company is a plus Technical skills
Problem-solving: troubleshoot and identify the root cause of issues utilizing all elements of the technical stack from network, system, database, storage, and application through to the end-user device Experience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project Management Experience in a customer-facing role 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. Education & Experience
Bachelor’s Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience. We are hiring at all role levels, from junior to principal level. Location
This role is hybrid (3 days a week in one of our SF Bay Area offices). The standard base salary range for this position is $75,000 - $150,000 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits. We offer a comprehensive benefits package including medical, vision, and dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals. When you join, you’ll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused. We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We’re committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.
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Glean is looking for a talented Technical Support Engineer to join our rapidly expanding, venture-backed startup. You will support our growing customer base by delivering a superior support experience that complements our product. As a Technical Support Engineer, you will partner with the Field team and customers to drive successful outcomes for inquiries and issues across the Glean journey. You will be part of a team of motivated, seasoned support professionals who live by our value customer-obsessed. You will:
Provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned issues and inquiries, ensuring we meet or exceed customer and internal SLA’s. Assist customers with new product features and configurations, onboarding new data sources and integrations into Glean to improve search and assistant experiences. Educate customers on Glean product features as needed. Identify customer system health issues by analyzing metrics and dashboards, then develop and execute remediation plans while keeping the customer informed. Resolve customer-impacting alerts and drive change requests by coordinating with customer administrators. Contribute to customer help articles and internal runbooks to improve overall support delivery. Provide root cause analysis documents for high-impact incidents when needed. Collaborate with teams across Glean to drive product, process, and service improvements. About you:
Interpersonal skills
Communication: professional presentation and interaction with both customers and internal teams Project planning: plan and execute implementation of customer projects, including configuration and integrations with SaaS-based systems Self-motivated: proactive approach to delivering service to customers Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers Fluency in English required; fluency in a foreign language is a huge plus CSM Experience in a product-led or SaaS company is a plus Technical skills
Problem-solving: troubleshoot and identify the root cause of issues utilizing all elements of the technical stack from network, system, database, storage, and application through to the end-user device Experience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project Management Experience in a customer-facing role 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. Education & Experience
Bachelor’s Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience. We are hiring at all role levels, from junior to principal level. Location
This role is hybrid (3 days a week in one of our SF Bay Area offices). The standard base salary range for this position is $75,000 - $150,000 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits. We offer a comprehensive benefits package including medical, vision, and dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals. When you join, you’ll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused. We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We’re committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.
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