Designated Technical Support Engineer
Core
Provide proactive and reactive technical support for designated enterprise customers of the Work AI platform, ensuring high service levels and customer satisfaction.
Role type
Designated Technical Support Engineer
Builds
Customer trust and operational stability for Glean's enterprise clients
Domain
Enterprise AI / Workforce Intelligence
Deliverable
client delivery
Required skills
technical troubleshooting, root cause analysis, log analysis, stack trace analysis, customer communication, runbook creation, configuration assistance, system health monitoring, remediation planning
Preferred skills
experience in Customer Solutions Engineering, Support Engineering, or Professional Services, familiarity with search technologies or knowledge technologies
Technologies
application logs, stack traces, browser trace files
Responsibilities
Own proactive and reactive support for designated customers; meet with assigned customers to review issues and drive continuous improvement; provide first response, troubleshooting, and resolution; create and maintain customer-specific runbooks; assist in configuration and setup of content sources; educate customers on product features; identify and remediate system health issues; handle customer-impacting alerts; coordinate with internal teams for product and process improvements.
Seniority
Individual Contributor, mid-level specialist