Designated Technical Support Engineer
$120k - $190k • New York, NY
Posted 2mo ago
About the job
Glean is seeking a Designated Technical Support Engineer to join its growing startup. Glean offers a Work AI platform that enhances productivity through intelligent search, an AI assistant, and AI agents. The platform provides enterprise-grade infrastructure for managing AI across businesses, with extensive connectors and LLM flexibility. The company is recognized for its innovation in AI and is expanding globally. The Designated Technical Support Engineer will act as a key technical resource for customers, ensuring a high level of service and customer satisfaction.
Responsibilities
- Own proactive and reactive support for designated customers, prioritizing issues.
- Conduct regular meetings with assigned customers to review issues, develop resolution plans, and drive continuous improvement in support.
- Be consistently available via collaborative communication channels to provide timely responses and updates on customer issues.
- Create and maintain customer-specific runbooks and knowledge articles.
- Provide first response, technical troubleshooting, resolution, and follow-through for customer issues and inquiries.
- Assist customers with the configuration, setup, and verification of new content sources and product features.
- Educate customers on the use of Glean product features.
Requirements
- Proven experience in a technical support role, preferably in a SaaS environment.
- Strong understanding of enterprise software and AI concepts.
- Excellent problem-solving and troubleshooting skills.
- Ability to manage multiple customer issues simultaneously.
- Exceptional communication and interpersonal skills.
- Customer-obsessed mindset with a focus on delivering the highest level of service.