Technical Support Engineer

@ Glean

About Glean

Founded in 2019, Glean is an innovative AI-powered knowledge management platform that helps organizations quickly find, organize, and share information. Integrated with Google Drive, Slack, and Microsoft Teams, it significantly boosts productivity and collaboration.

Born from Founder & CEO Arvind Jain’s real-world insights into workplace challenges, Glean combines enterprise-grade search with an AI assistant to simplify knowledge discovery.

About the Role: Technical Support Engineer

This role is dedicated to providing both proactive and reactive support to Glean's select customers. You will serve as a trusted technical resource, ensuring that Glean customers receive the highest level of service as you troubleshoot issues and drive continuous improvements.

Key Responsibilities

• Own proactive and reactive support for assigned customers.
• Regularly meet with customers to review issues and develop resolution plans.
• Maintain customer-specific runbooks and knowledge articles.
• Provide technical troubleshooting, resolution, and follow-through on customer issues.
• Assist with configuration and set-up of new content sources and product features.
• Identify and resolve system and user health issues.
• Collaborate with internal teams to drive product and process improvements.
• Coordinate support activities under stringent access and security protocols.

About You

You are technically curious, fearless in resolving challenging issues, and a strong communicator. Meticulous, data-driven, and detail-oriented, you can manage customer issues to completion and document solutions in the support knowledge base.

Key Knowledge and Skills

• Technical problem-solving and troubleshooting expertise.
• Experience in Customer Solutions Engineering, Support Engineering, or Professional Services.
• Hands-on experience with search technologies, SaaS integrations, or knowledge technologies.
• Familiarity with cloud platforms such as GCP, AWS, or Azure.
• Experience troubleshooting REST API issues.
• Knowledge in SSO, SAML, OAuth, and network troubleshooting.
• Ability to document issues and contribute to a knowledge base.
• Willingness to support weekend client-facing maintenance activities.

Good-to-Haves

• Knowledge of SQL/databases, basic Kubernetes, and advanced Linux skills.
• Experience with Github, Jira & Confluence.
• Basic understanding of LLMs and GPT technology.

Location & Work Arrangement

This hybrid role is located in Bangalore with a requirement to work 3 days a week in the office.

Compensation & Benefits

Compensation will be determined based on location, level, skills, and experience. Certain roles may have eligibility for variable compensation, equity, and benefits. Glean is committed to an inclusive, diverse, and non-discriminatory workplace.

Key skills/competency

Technical Support Engineer, troubleshooting, customer support, SaaS, cloud, REST API, SSO, debugging, runbooks, hybrid