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 assigned customers, create and maintain customer-specific documentation, and drive key improvement projects. The ideal candidate will have experience in customer solutions engineering, support engineering, or professional services, and possess strong technical problem-solving skills.

• 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 conduire l'amélioration continue.
• 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.
• Fearless: you have an intense need to tackle the toughest customer issues and technically complex issues with the goal of driving customer satisfaction
• 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
• Data-driven: you utilize metrics and objective measurements to assess success and improvement opportunities for yourself and for the customer experience
• Strong communicator: you are a professional presenter with superior interaction skills with both customers and internal teams
• Experience in using Github, Jira & Confluence
• Experience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure
• Able to fully document issues you manage and contribute to the support knowledge base
• 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
• Experience in at least one of the following disciplines: Customer Solutions Engineering, Support Engineering, Professional Services
• Working experience on SSO, SAML, and OAuth along with network troubleshooting
• 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
• Knowledge of SQL/database, Basic Kubernetes, Intermediate/Advanced Linux
• Must have experience in troubleshooting REST API issues