Designated Technical Support Engineer
Bangalore, India
Posted 2mo ago
About the job
Glean is seeking a Designated Technical Support Engineer to join our rapidly expanding startup. We are building a modern knowledge assistant personalized to every employee in an organization, making all information within the company accessible, contextual, and fresh. This role is customer-obsessed, providing both proactive and reactive support to our growing customer base to ensure the best customer experience in the industry. This position requires dedication to select customers, including additional background screenings, clearances, training, certification, and carrying customer-provided equipment. Extended on-call shifts may be required based on customer contractual obligations.
Responsibilities
- Own proactive and reactive support for Glean customers by prioritizing issues for designated customers.
- Meet regularly with assigned customers to review issues, develop resolution plans, and drive continuous improvement in support delivery.
- Be consistently available to assigned customers via collaborative communication channels to provide timely responses and updates.
- 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 in configuring, setting up, and verifying new content sources and product features to enable them to realize additional value.
Requirements
- Ability to provide the highest level of service to customers.
- Willingness to undergo additional background screenings, clearances, training, and certification.
- Ability to carry and use customer-provided equipment.
- Availability for extended on-call shifts based on customer contractual obligations.