Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of both proactive and reactive support for assigned Glean customers, prioritizing their concerns.

• Regularly meet with designated customers to discuss issues, formulate resolution strategies, and enhance ongoing support.

• Stay accessible through collaborative communication channels to ensure prompt responses and updates.

• Develop and maintain runbooks and knowledge articles tailored to customer needs.

• Offer initial response, technical troubleshooting, resolution, and follow-up for customer inquiries and issues.

• Assist customers in configuring, setting up, and verifying content sources and product features.

• Educate customers about the features of the Glean product.

• Detect system and user health issues and implement remediation strategies.

• Manage customer-impacting alerts through resolution by coordinating with customer administrators and system resources.

• Collaborate across Glean to enhance product, process, and service quality.

• Lead projects aimed at improving support scale and efficiency.

• Coordinate support activities while adhering to customer access and security protocols.

• Advocate for the needs of assigned customers in product and security enhancement initiatives.

⛳️ Requirements

• Strong technical problem-solving abilities, including troubleshooting and identifying the root cause of issues.

• Proficient in debugging issues by examining application logs, analyzing stack traces, and reviewing browser trace files.

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

• Practical experience with Search technologies, Knowledge technologies, or SaaS-based system integrations.

• Familiarity with cloud technologies such as Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure.

• Experience in troubleshooting REST API issues.

• Working knowledge of SSO, SAML, OAuth, and network troubleshooting.

• Capability to thoroughly document managed issues and contribute to the support knowledge base.

• Additional background screenings, clearances, training, and certification may be necessary.

• Ability to carry and utilize equipment provided by customers.

• Preferred qualifications: knowledge of SQL/databases, basic Kubernetes, intermediate/advanced Linux, GitHub, Jira, Confluence, and foundational knowledge of LLMs and GPT.

• Willingness to work flexible hours as required.

🏝️ Benefits

• Medical coverage.

• Vision coverage.

• Dental coverage.

• Generous time-off policy.

• Opportunity for 401k plan contributions.

• Stipend for home office improvements.

• Annual stipend for education.

• Annual wellness stipend.

• Regular company events.

• Daily healthy lunches.

• Variable compensation may be available for specific roles.

• Equity opportunities may be available for certain positions.

• Flexible working hours may be necessary for the role.