Designated Technical Support Engineer

Responsibilities

• Own proactive and reactive support for designated customers by prioritizing issues
• Meet regularly with assigned customers to review issues and develop resolution plans
• Provide first response, technical troubleshooting, and resolution for customer inquiries
• Create and maintain customer-specific runbooks and knowledge articles
• Assist customers in configuration, set-up, and verification of new content sources and features
• Identify system and user health issues and execute remediation plans
• Coordinate support activities including handling customer-impacting alerts and security processes
• Work with internal teams to drive product, process, and service improvements

Requirements

• Technical problem-solving skills including root cause analysis
• Ability to debug issues using application logs, stack traces, and browser trace files
• Experience in Customer Solutions Engineering, Support Engineering, or Professional Services
• Hands-on experience with Search technologies, Knowledge technologies, or SaaS-based system integrations
• Experience with Cloud technologies (GCP, AWS, or Azure)
• Proven experience troubleshooting REST API issues
• Working experience with SSO, SAML, OAuth, and network troubleshooting
• Ability to fully document issues and contribute to a knowledge base

Preferred Qualifications

• Knowledge of SQL/database
• Basic Kubernetes experience
• Intermediate or Advanced Linux skills
• Experience using GitHub, Jira, and Confluence
• Basic knowledge of LLMs and GPT functionality

About the Company

Glean is a Work AI platform that helps organizations work smarter with AI. It provides an intelligent ecosystem featuring enterprise search, an AI Assistant, and scalable AI agents on a secure, open platform.