Glean

Designated Technical Support Engineer

San Francisco, CA

Sponsorship not specifiedDetected 54 days ago

GitLLMsAgentic AICustomer SupportZendeskCommunicationOrganizational SkillsMicrosoft Teams

About the role

We are professional, creative, passionate, and most importantly - customer-obsessed.
By providing the highest level of service to our customers, you will ensure our customer experience is the best in the industry.
Be available to your assigned customers via collaborative communication channels consistently to ensure you are providing timely responses and updates on issues

Glean is looking for a talented Designated Technical Support Engineer to join our rapidly expanding, venture-backed startup.
As a trusted technical resource to the customer, you will provide both proactive and reactive support to our growing customer base.
Create and maintain customer-specific runbooks and knowledge articles
Work closely with teams across Glean to drive product, process, and service improvements
Coordinate all support activities with your assigned customer(s), which may include more stringent access and security processes, ensuring you move with high urgency for their issues.
Represent the unique needs of your assigned customer(s) with respect to product and security improvements that will improve the customer support experience
Own the proactive and reactive support for Glean customers by prioritizing issues for your designated customer(s)
Meet with your assigned customers regularly to review issues and develop resolution plans and drive continuous improvement in how you and your Glean teammates provide support to them
Drive key improvement projects that will improve the scale and efficiency of support, while providing upgrades to the customers' support experience

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.
you have a never-ending desire to add technical knowledge and skills to your personal toolkit and share those learnings with your peers
you have an intense need to tackle the toughest customer issues and technically complex issues with the goal of driving customer satisfaction
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
Fearless: you have an intense need to tackle the toughest customer issues and technically complex issues with the goal of driving customer satisfaction

Identify system and user health issues, then create and execute remediation plans while coordinating and updating the customer accordingly

We are building a modern knowledge assistant personalized to every employee in your organization, making all information within your company accessible, contextual, and fresh.
Assist customers in the configuration, set-up, and verification of new content sources and product features to enable them to realize additional value for their users
Educate customers on the use of Glean product features
Please note that this role will be dedicated to select customers and requires additional background screenings/clearances/training/certification, carry & use of customer-provided equipment, and extended on-call

This listing is sourced directly from Glean's careers page and normalized into a canonical job model.