Gleanwork
Designated Technical Support Engineer
San Francisco, CA
Sponsorship not specifiedDetected 55 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
Responsibilities
- 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
Requirements
- 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
Benefits
- Identify system and user health issues, then create and execute remediation plans while coordinating and updating the customer accordingly
Company info
- 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
Apply directly at Gleanwork →Create a free account for alerts like thisView Gleanwork immigration profile
This listing is sourced directly from Gleanwork's careers page and normalized into a canonical job model.