Designated Technical Support Engineer - Central/East
$120k - $170k • New York, NY, Nashville, TN
Posted 21h ago
About the job
Glean is seeking a Designated Technical Support Engineer to join their growing startup. Glean offers a Work AI platform that enhances productivity through intelligent search, an AI assistant, and scalable AI agents. The platform connects to over 100 enterprise SaaS applications and supports flexible LLM choices, providing infrastructure for customized AI solutions. As a trusted technical resource, you will deliver proactive and reactive support to Glean's customer base, ensuring an exceptional customer experience.
Responsibilities
- Own proactive and reactive support for designated customers, prioritizing issues.
- Meet regularly with assigned customers to review issues, develop resolution plans, and drive continuous improvement in support.
- Be consistently available to assigned customers via collaborative communication channels for 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 with configuration, setup, and verification of new content sources and product features.
- Educate customers on the use of Glean product features.