Designated Technical Support Engineer - Central/East
Core
Provide proactive and reactive technical support to designated enterprise customers for the Glean Work AI platform, ensuring high service levels and driving continuous improvement.
Role type
Senior Technical Support Engineer (Enterprise)
Builds
Customer support experience, runbooks, and knowledge articles for Glean's AI search and agentic capabilities
Domain
Enterprise SaaS / Work AI / AI Agents
Deliverable
client delivery
Required skills
Technical problem-solving, debugging (logs, stack traces, browser traces), SaaS system integrations, Cloud platforms (GCP/AWS/Azure), REST API troubleshooting, SSO/SAML/OAuth, network troubleshooting
Preferred skills
SQL/database, Kubernetes, Linux, GitHub/Jira/Confluence, LLM fundamentals
Technologies
GCP, AWS, Azure, REST APIs, SSO, SAML, OAuth
Responsibilities
Own proactive and reactive support for assigned customers; meet with customers to review issues and develop resolution plans; create and maintain customer-specific runbooks and knowledge articles; provide first response, troubleshooting, and resolution; assist customers in configuration and setup of content sources and features; educate customers on product features; identify system and user health issues and execute remediation plans; handle customer-impacting alerts requiring coordination with admins and system resources; coordinate support activities ensuring high urgency; represent customer needs for product and security improvements.
Seniority
Senior, hands-on IC
