Glean
Search across all your company's apps to find exactly what you need and discover the things you should know.
11 - 50
Technical Support Engineer
2 days ago
🏢 In-office - Manhattan
Glean
Search across all your company's apps to find exactly what you need and discover the things you should know.
11 - 50
Description
•Glean is looking for a talented Technical Support Engineer •Support our growing customer base by providing them with a superior support experience •Partner with the Field team and customer to drive successful outcomes to all levels of inquiries and issues •Provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned customer issues and inquiries •Assist customers with new product features & configurations along with onboarding new datasources and integrations into Glean •Educate customers on the use of Glean product features as needed •Identify customer system health issues by analyzing key metrics and dashboards •Resolve customer-impacting alerts and drive customer change requests •Contribute to customer help articles and internal runbooks to improve overall support delivery •Provide root cause analysis documents to explain high-impact incidents
Requirements
•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.
Benefits
•Competitive compensation •Medical, Vision and Dental coverage •Flexible work environment and time-off policy •401k •Company events •A home office improvement stipend when you first join •Annual education stipend •Wellness stipend •Healthy lunches and dinners provided daily
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