Technical Customer Success Engineer

6 days ago


New York, New York, United States Glean Full time
About the Role
We're seeking a talented Technical Support Engineer to join our rapidly expanding team. As a Technical Support Engineer, you'll partner with our Field team and customers to drive successful outcomes for all levels of inquiries and issues. You'll be part of a team that lives and breathes our company value 'customer-obsessed.'

This role will support customers globally, and we're flexible about starting work times aligning to US-East or US-West business hours. You'll provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned customer issues and inquiries. Your goal will be to meet or exceed all customer and internal SLAs.

You'll assist customers with new product features & configurations, onboard new datasources and integrations into Glean, and educate customers on using our product features as needed. You'll also identify customer system health issues by analyzing key metrics and dashboards, then devise and execute a remediation plan while coordinating and updating the customer throughout. Additionally, you'll resolve customer-impacting alerts and drive customer change requests by coordinating activities with customer administrators. Your contributions will include helping create customer help articles and internal runbooks to improve overall support delivery, providing root cause analysis documents to explain high-impact incidents when needed, and working closely with teams across Glean to drive product, process, and service improvements.

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