Glean · 1 day ago
Technical Support Engineer
New York, NY
Full-time
Hybrid
Entry, Mid, Senior Level, Lead/Staff
3+ years expGlean is a Work AI platform that helps organizations work smarter with AI. The Technical Support Engineer will provide high-quality customer communication and technical troubleshooting, assisting customers with product features and integrations while ensuring successful outcomes for inquiries and issues.
Agentic AIArtificial Intelligence (AI)Enterprise SoftwareGenerative AIMachine LearningSearch Engine
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
Qualification
Required
Bachelor's Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience
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
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
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
Glean
Glean develops an AI-based search engine software that connects enterprise data and generates answers to improve workplace efficiency.
501-1000 employees
H1B Sponsorship
Glean has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22)
2024 (17)
2023 (7)
2022 (26)
Funding
Current Stage
Late StageTotal Funding
$768.2MKey Investors
Wellington ManagementSequoia CapitalGeneral Catalyst
2025-06-10Series F· $150M
2024-09-10Series E· $260M
2024-02-27Series D· $203.2M
Leadership Team
Arvind Jain
Founder and CEO
Michael Miao
VP of Finance & BizOps
Recent News
Business Insider
2025-12-24
2025-12-11
Company data provided by crunchbase