Designated Technical Support Engineer - West
$120k - $190k • Mountain View, CA
Posted 1d 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 connects to over 100 enterprise SaaS applications, supports flexible LLM choices, and provides robust APIs for customization and governance. As a technical resource, you will provide proactive and reactive support to customers, ensuring a high level of service and customer experience. This role involves working closely with assigned customers to understand their needs, troubleshoot issues, and drive continuous improvement in support processes.
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.
- Be consistently available 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.