Designated Technical Support Engineer

Join Glean, a rapidly expanding startup focused on building a modern knowledge assistant for organizations. As a Designated Technical Support Engineer, you will provide proactive and reactive support to our growing customer base, ensuring the highest level of service and customer experience. You will work closely with various teams across Glean to drive product, process, and service improvements. This role requires strong communication skills, technical problem-solving abilities, and experience with cloud technologies.

• Assurer le support proactif et réactif pour les clients de Glean, en priorisant les problèmes et en développant des plans de résolution.
• Rencontrer régulièrement les clients assignés pour examiner les problèmes, développer des plans de résolution et améliorer continuellement le support.
• Créer et maintenir des manuels d'exploitation spécifiques aux clients et des articles de connaissance, et fournir une réponse initiale, un dépannage technique et une résolution des problèmes.

• Strong communicator: you are a professional presenter with superior interaction skills with both customers and internal teams
• Experience in at least one of the following disciplines: Customer Solutions Engineering, Support Engineering, Professional Services
• Fearless: you have an intense need to tackle the toughest customer issues and technically complex issues with the goal of driving customer satisfaction
• Data-driven: you utilize metrics and objective measurements to assess success and improvement opportunities for yourself and for the customer experience
• Able to fully document issues you manage and contribute to the support knowledge base
• Experience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure
• Problem solving: technical problem-solving skills including the ability to troubleshoot and isolate issues to their root cause
• Hands-on experience in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations
• Detail-oriented: you are highly organized and methodical, ensuring all issues are managed to completion
• Technically curious: you have a never-ending desire to add technical knowledge and skills to your personal toolkit and share those learnings with your peers
• Working experience on SSO, SAML, and OAuth along with network troubleshooting
• Must have experience in troubleshooting REST API issues
• Ability to debug issues including searching & reading application logs, analyzing stack traces and browser trace files
• Experience in using Github, Jira & Confluence
• Knowledge of SQL/database, Basic Kubernetes, Intermediate/Advanced Linux
• Basic knowledge of LLM’s and how GPT works