Designated Technical Support Engineer

Join Glean, a rapidly expanding startup focused on building a modern knowledge assistant for organizations. As a Designated AI Support Engineer, you will provide proactive and reactive support to our growing customer base, ensuring the best customer experience in the industry. You will work closely with various teams across Glean to drive product, process, and service improvements. This role requires technical problem-solving skills, experience with cloud technologies, and a strong ability to communicate with both customers and internal teams.

• 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.
• Knowledge of SQL/database, Basic Kubernetes, Intermediate/Advanced Linux
• Ability to debug issues including searching & reading application logs, analyzing stack traces and browser trace files
• Problem solving: technical problem-solving skills including the ability to troubleshoot and isolate issues to their root cause
• Experience in at least one of the following disciplines: Customer Solutions Engineering, Support Engineering, Professional Services
• Experience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure
• Must have experience in troubleshooting REST API issues
• Hands-on experience in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations
• Basic knowledge of LLM’s and how GPT works
• Working experience on SSO, SAML, and OAuth along with network troubleshooting
• Able to fully document issues you manage and contribute to the support knowledge base
• Experience in using Github, Jira & Confluence
• Detail-oriented: you are highly organized and methodical, ensuring all issues are managed to completion
• Strong communicator: you are a professional presenter with superior interaction skills with both customers and internal teams
• 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
• Data-driven: you utilize metrics and objective measurements to assess success and improvement opportunities for yourself and for the customer experience
• Fearless: you have an intense need to tackle the toughest customer issues and technically complex issues with the goal of driving customer satisfaction