Technical Support Engineer
Glean is a rapidly expanding Work AI platform that helps organizations work smarter with AI. The Technical Support Engineer will provide high-quality customer communication and technical troubleshooting to ensure customer satisfaction and successful outcomes during their Glean journey. 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 Skills Fluency English required, fluency in a foreign language a huge plus Bachelor's Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience Interpersonal skills: Communication: professional presentation and interaction skills with both customers and internal teams Project planning: plan and execute implementation of customer projects, including configuration and customization with integrations to SaaS-based systems Self-motivated: proactive approach to delivering service to customers Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers 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 device 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 CSM Experience in a product-led or SaaS company is a plus Benefits Medical, Vision, and Dental coverage Generous time-off policy Opportunity to contribute to your 401k plan Home office improvement stipend Annual education and wellness stipends Healthy lunches daily Company Overview Glean develops an AI-based search engine software that connects enterprise data and generates answers to improve workplace efficiency. It was founded in 2019, and is headquartered in Palo Alto, California, USA, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship Glean has a track record of offering H1B sponsorships, with 6 in 2026, 22 in 2025, 17 in 2024, 7 in 2023, 26 in 2022. Please note that this does not guarantee sponsorship for this specific role.