Technical Support Engineer, Glean
Enterprise search and knowledge management
Open for applications
Enterprise search and knowledge management
201-500 employees
Open for applications
201-500 employees
Company mission
To bring people the knowledge they need to make a difference in the world.
Role
Who you are
- 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
- Fluency English required, fluency in a foreign language a huge plus
- CSM Experience in a product-led or SaaS company is a plus
- 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
- 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
What the job involves
- 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”
- 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
Our take
Glean is an intuitive digital assistant which allows employees to search across all their apps and find the information and tools that they need more quickly.
With so many SaaS apps being used by modern day companies, overwhelm and inefficiency inevitably enter the equation. Glean’s search engine is proving popular for how it unifies and centralizes all these distributed tools and data.
It’s been quite a start to life at Glean, having only emerged from stealth in 2021, it received a $1 Billion valuation in early 2022, thus achieving unicorn status, and has received nearly $400 million in funding so far. The SaaS platform is already used by some major companies including Grammarly, databricks, and Rubrik.
That Glean was co-founded by a quartet with senior experience at Google, Microsoft, Uber, and Facebook stands the company in good stead. However, it’s the fact that its search engine is solving a new, but very real problem in the workplace that’s seen its popularity surge so quickly, which it’s likely to continue to do in the future. Its adaptability to include new AI capabilities to its platform, such as generative AI, has Glean well set to see further growth.
Steph
Company Specialist
Insights
Company
Funding (last 2 of 6 rounds)
Sep 2024
$260m
SERIES E
Feb 2024
$200m
SERIES D
Total funding: $655m
Company benefits
- Medical, dental, and vision for you and yours
- Competitive compensation and stock options
- 401k contribution
- Flexible work (3 days a week in the office), though we believe in folks working where they can be most effective
- Company events, from weekly happy hours to our annual company retreat
- Flexible hours, unlimited PTO, and company-wide winter break shutdown
- Transparent culture
- Learning and development stipend
- Free meals with lunch and dinner options every day
Company values
- One together – We leave our egos behind to forge a trusting, inclusive, and transparent environment
- Customer obsessed – We relentlessly work to solve customer problems and focus on product quality and excellence
- Owners – We take responsibility for our company, product, and culture, leaving things in a better state
- Think big, start small – We dream big and solve hard problems through continuous learning and rapid iteration
- Beyond boundaries – We are eager to learn and grow. We help each other thrive and aren’t afraid to try new things
Company HQ
Evergreen Park, Palo Alto, CA
Articles
Leadership
Arvind Jain
(CEO)Former Engineer at Google and Microsoft. Is the co-founder of high growth startup Rubrik, which delivers data security and operational resilience for enterprises.
Piyush Prahladka
(Software Engineer)Prior to joining the co-founding team at Glean, they worked as a Senior Staff Software Engineer at Google, then as an Engineering Lead at Uber.
Tony Gentilcore
(Product Engineering Lead)Former Developer at At&T and TJC Labs. For ten years, served as a Senior Staff Software Engineer at Google, including a spell as Founder and Tech Lead / Manager of the Chrome Speed Team.
TR Vishwanath
(Engineering Lead)Before co-founding Glean, was a Principal Software Engineer at Facebook after spending eight years at Microsoft as a Software Design Engineer, then Principal Development Lead.
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