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Glean · 1 day ago

Cloud Infrastructure Engineer

San Francisco Bay Area

Full-time

Hybrid

Mid Level

$144K/yr - $174K/yr

3+ years exp

Glean is a Work AI platform focused on enhancing workplace productivity through intelligent AI solutions. The Cloud Infrastructure Engineer will be responsible for ensuring infrastructure stability for assigned customers and providing high-level support and troubleshooting for cloud environments.

Agentic AIArtificial Intelligence (AI)Enterprise SoftwareGenerative AIMachine LearningSearch Engine

Work & Life Balance

No H1B

Security Clearance Required

Responsibilities

Own the infrastructure stability for your designated customer(s). Assist the Engineering teams in monitoring alerts and troubleshooting errors in the customer’s Glean environment

Actively engage in any customer major incident and write up, deliver, and lead the customer review of any post-incident RCA documents

Coordinate and execute software releases based on agreed-upon processes & maintenance windows

Set up new customer projects following Glean’s architectural design and best practices. Complete project setup in restricted environments, including running Terraform or other setup scripts manually

Remediate any security vulnerabilities in your customers’ projects

Work with customers and Glean’s Security team to maintain security policies, including VPC SC, SCC, NGFW configs

Monitor security vulnerability findings and work with Glean Security and Engineering teams to address them within agreed-upon timeframes with customers

Assist customers with cloud best practices with respect to the Glean implementation, including org policies, IAM setup, quotas, Disaster Recovery, and LLM setup

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

Take ownership of proactive and reactive support for Glean customers by prioritizing issues for your designated customer(s)

Create and maintain customer-specific runbooks and knowledge articles

Provide first response, technical troubleshooting, resolution, and follow-through of customer issues and inquiries

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

Handle customer-impacting alerts which require coordination with customer admin and system resources through resolution

Qualification

Cloud technologies certificationCI/CD deploymentCloud network securitySQL/database knowledgeKubernetesLinux experienceJava codingPython codingREST API troubleshootingGithub usageJira usageConfluence usageTechnical troubleshootingData-drivenProblem solvingCommunicationDetail-oriented

Required

Experience and certifications in Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure

Experience with deployment and release using CI/CD and standard deployment frameworks in a production environment

Deep knowledge of cloud network and security concepts with practical implementation experience

Knowledge of SQL/database, Basic Kubernetes and Intermediate/Advanced Linux. Familiarity with infrastructure as code tools like Terraform is essential

Problem solving: technical problem-solving skills including the ability to troubleshoot and isolate issues to their root cause in cloud environments

Ability to debug issues including searching & reading application logs, analyzing stack traces and browser trace files

2+ years of coding and debugging experience in Java and Python

3+ years of experience in at least one of the following disciplines: Infrastructure Support, Solutions Engineering, Support Engineering, Professional Services, DevOps Engineering

Must have experience in troubleshooting REST API issues

Working experience on SSO, SAML, and OAuth along with network troubleshooting

Experience in using Github, Jira & Confluence