Technical Support Engineer – Central/East

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

📋 Description

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

• Conduct regular meetings with designated customers to assess issues, formulate resolution strategies, and enhance ongoing support.

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

• Develop and maintain runbooks and knowledge articles tailored to specific customers.

• Provide initial responses, technical troubleshooting, resolutions, and follow-up for customer inquiries and issues.

• Assist customers with the configuration, setup, and verification of content sources and product functionalities.

• Educate customers on the features of the Glean product.

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

• Manage customer-impacting alerts by collaborating with customer administrators and system resources until resolution.

• Work collaboratively across Glean to enhance products, processes, and services.

• Lead projects aimed at improving support scalability, efficiency, and customer satisfaction.

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

• Advocate for the needs of assigned customers in terms of product and security enhancements.

• Complete an AI-focused exercise or discussion as part of the interview process.

⛳️ Requirements

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

• Proficient in debugging issues by reviewing application logs, analyzing stack traces, and examining 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 GCP, AWS, or Microsoft Azure.

• Experience in troubleshooting REST API issues.

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

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

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

• Capability to carry and utilize customer-provided equipment.

• Willingness to work extended on-call shifts as per customer contractual requirements.

• Knowledge of SQL/databases, basic Kubernetes, and intermediate to advanced Linux is preferred.

• Familiarity with tools such as GitHub, Jira, and Confluence is a plus.

• Basic understanding of LLMs and the workings of GPT is advantageous.

🏝️ Benefits

• Medical coverage.

• Vision coverage.

• Dental coverage.

• Generous time-off policy.

• 401k plan.

• Home office improvement stipend.

• Annual education stipend.

• Annual wellness stipend.

• Regular company events.

• Healthy lunches provided daily.

• Variable compensation, equity, and benefits may be available for certain positions.