Technical Support EngineerNew York Metro

Technical Support Engineer

Glean is looking for a talented Technical Support Engineer to join our rapidly expanding, venture-backed startup, to support our growing customer base by providing them with a superior support experience to pair with our amazing product.

As a Technical Support Engineer, you will partner with the Field team and customer to drive successful outcomes to all levels of inquiries and issues they may encounter in their Glean journey. You will be part of a team of motivated, seasoned support professionals - this team lives and breathes our company value "customer-obsessed".

What you will be doing :

• Provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned customer issues and inquiries, ensuring we meet or exceed all customer and internal SLA's
• Assist customers with new product features & configurations along with onboarding new datasources and integrations into Glean to increase the content and knowledge for their users' search and assistant experience
• Educate customers on the use of Glean product features as needed
• Identify customer system health issues by analyzing key metrics and dashboards, then devising and executing a remediation plan while coordinating and updating the customer throughout
• Resolve customer-impacting alerts and drive customer change requests by coordinating activities with customer administrators
• Contribute to customer help articles and internal runbooks to improve overall support delivery
• Provide root cause analysis documents to explain high-impact incidents when needed
• Work closely with teams across Glean to drive product, process, and service improvements

What we are looking for :

Interpersonal Skills :

Technical Skills :

Education & Experience

Bachelor's Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience. We are hiring at all role levels, from junior to principal level.

Benefits

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.