Glean is a rapidly expanding Work AI platform that helps organizations work smarter with AI. The Technical Support Engineer will provide high-quality customer communication and technical troubleshooting to ensure customer satisfaction and successful outcomes during their Glean journey.
Responsibilities
- 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
Skills
- Fluency English required, fluency in a foreign language a huge plus
- Bachelor's Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience
- Interpersonal skills: Communication: professional presentation and interaction skills with both customers and internal teams
- Project planning: plan and execute implementation of customer projects, including configuration and customization with integrations to SaaS-based systems
- Self-motivated: proactive approach to delivering service to customers
- Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion
- Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers
- Problem-solving: troubleshoot and identify the root cause of issues utilizing all elements of the technical stack from network, system, database, storage, and application through to the end-user device
- Experience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project Management
- Experience in a customer-facing role in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations
- Experience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure
- CSM Experience in a product-led or SaaS company is a plus
Benefits
- Medical, Vision, and Dental coverage
- Generous time-off policy
- Opportunity to contribute to your 401k plan
- Home office improvement stipend
- Annual education and wellness stipends
- Healthy lunches daily
Company Overview
Glean develops an AI-based search engine software that connects enterprise data and generates answers to improve workplace efficiency. It was founded in 2019, and is headquartered in Palo Alto, California, USA, with a workforce of 501-1000 employees. Its website is https://www.glean.com.Company H1B Sponsorship
Glean has a track record of offering H1B sponsorships, with 6 in 2026, 22 in 2025, 17 in 2024, 7 in 2023, 26 in 2022. Please note that this does not guarantee sponsorship for this specific role.