Technical Support Engineer

About the position

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'.

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.

Requirements

• Professional presentation and interaction skills with both customers and internal teams.
• Plan and execute implementation of customer projects, including configuration and customization with integrations to SaaS-based systems.
• Self-motivated with a proactive approach to delivering service to customers.
• Highly organized and methodical, ensuring all issues are managed to completion.
• Utilize metrics and objective measurements to assess success and improvement opportunities for customers.
• Fluency in English required, fluency in a foreign language a huge plus.
• CSM Experience in a product-led or SaaS company is a plus.

Nice-to-haves

• 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.

Benefits

• Competitive compensation
• Medical, Vision and Dental coverage
• Flexible work environment and time-off policy
• 401k
• Company events
• A home office improvement stipend when you first join
• Annual education stipend
• Wellness stipend
• Healthy lunches and dinners provided daily