Glean
Designated Technical Support Engineer - West
About this role
Glean seeks a Designated Technical Support Engineer to serve as a trusted technical partner for assigned enterprise customers. You'll provide proactive and reactive technical support, maintain customer-specific documentation, and drive continuous improvement in service delivery through regular engagement and issue resolution.
What you'll do
- Own proactive and reactive support for designated customer accounts, prioritizing and managing issues
- Meet regularly with assigned customers to review issues, develop resolution plans, and improve support quality
- Maintain consistent availability via collaborative communication channels to provide timely responses and status updates
- Create and maintain customer-specific runbooks and knowledge articles
- Provide first-response technical troubleshooting, resolution, and follow-through on customer issues
- Escalate complex issues appropriately and collaborate with engineering and product teams
What they're looking for
- Enterprise SaaS platform support and troubleshooting
- Technical communication and documentation
- Customer relationship management and account ownership
- Incident prioritization and issue resolution
- API and connector integration knowledge
- Problem-solving and analytical thinking
- Collaborative communication tools proficiency
- Knowledge base and runbook creation
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Glean
Glean builds a Work AI platform that helps enterprises access and leverage their internal data intelligently. The company is hiring backend engineers, infrastructure specialists, fullstack engineers, and billing platform leads to develop scalable features, robust data infrastructure, consumption-based billing systems, and enterprise-grade storage and analytics capabilities.
- Website
- glean.com
Likely interview questions
- Can you describe your experience providing designated technical support to enterprise customers?
- How have you handled competing priorities when supporting multiple customer issues simultaneously?