Technical Support Engineer

2 days ago

New York, New York, United States Glean Full time
About Glean:

Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industry's most advanced enterprise search has evolved into a full-scale Work AI ecosystem, powering intelligent Search, an AI Assistant, and scalable AI agents on one secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean gives organizations the infrastructure to govern, scale, and customize AI across their entire business - without vendor lock-in or costly implementation cycles.

At its core, Glean is redefining how enterprises find, use, and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map the relationships between people, content, and activity, delivering deeply personalized, context-aware responses for every employee. This foundation powers Glean's agentic capabilities - AI agents that automate real work across teams by accessing the industry's broadest range of data: enterprise and world, structured and unstructured, historical and real-time. The result: measurable business impact through faster onboarding, hours of productivity gained each week, and smarter, safer decisions at every level.

Recognized by Fast Company as one of the World's Most Innovative Companies (Top 10, 2025), by CNBC's Disruptor 50, Bloomberg's AI Startups to Watch (2026), Forbes AI 50, and Gartner's Tech Innovators in Agentic AI, Glean continues to accelerate its global impact. With customers across 50+ industries and 1,000+ employees in more than 25 countries, we're helping the world's largest organizations make every employee AI-fluent, and turning the superintelligent enterprise from concept into reality.

If you're excited to shape how the world works, you'll help build systems used daily across Microsoft Teams, Zoom, ServiceNow, Zendesk, GitHub, and many more - deeply embedded where people get things done. You'll ship agentic capabilities on an open, extensible stack, with the craft and care required for enterprise trust, as we bring Work AI to every employee, in every company. About the Role:

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".

You will:
Please note that this role will support customers globally and we are flexible to have the work start time aligned to either US-East or US-West business hoursProvide 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'sAssist 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 experienceEducate customers on the use of Glean product features as neededIdentify customer system health issues by analyzing key metrics and dashboards, then devising and executing a remediation plan while coordinating and updating the customer throughoutResolve customer-impacting alerts and drive customer change requests by coordinating activities with customer administratorsContribute to customer help articles and internal runbooks to improve overall support deliveryProvide root cause analysis documents to explain high-impact incidents when neededWork closely with teams across Glean to drive product, process, and service improvementsAbout you:
Interpersonal skills:
Communication: professional presentation and interaction skills with both customers and internal teamsProject planning: plan and execute implementation of customer projects, including configuration and customization with integrations to SaaS-based systemsSelf-motivated: proactive approach to delivering service to customersDetail-oriented: highly organized and methodical, ensuring all issues are managed to completionData-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customersFluency English required, fluency in a foreign language a huge plusCSM Experience in a product-led or SaaS company is a plusTechnical skills:
Problem-solving: troubleshoot and identify the root cause of issues utilizing all elements of the technical stack from network, system, database, storage, and application through to the end-user deviceExperience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project ManagementExperience in a customer-facing role in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrationsExperience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure.Education & Experience

Bachelor's Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience.  We are hiring at all role levels, from junior to principal level.

Compensation & Benefits:

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

We offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals. When you join, you'll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused.

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

 

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