About Glean
Glean Recruitment
Job Role: Technical Support Engineer
Qualification: Bachelors / Masters Degree
Experience: Fresher / 0-2 Years
Batch: 2025 / 2024 / 2023 / 2022 / 2021
Salary: up to ₹22 LPA
Job Location: Bangalore
Last Date: ASAP
Job Notification Join us on Telegram: Click here
Role Description
Glean is looking for a talented Customer Solutions Engineer to join our rapidly expanding, venture-backed startup. We are building a modern knowledge assistant personalized to every employee in your organization, making all information within your company accessible, contextual, and fresh. Our team works hard and plays hard. We are professional, creative, passionate, and most importantly – customer-obsessed.
As a trusted technical resource to the customer, you will drive technical expansion and both proactive & reactive support with our growing customer base. By providing the highest level of service to our customers, you will ensure our customer experience is the best in the industry.
What you will do and achieve
Please note that this role will be dedicated to select customers and requires additional background screenings/clearances/training/certification, carry & use of customer-provided equipment, and extended on-call shift timing based on customer contractual obligations.
- Own the proactive and reactive support for Glean customers by prioritizing issues for your designated customer(s)
- Create and maintain customer-specific runbooks and knowledge articles
- Provide first response, technical troubleshooting, resolution, and follow-through of customer issues and inquiries
- Assist customers in the configuration, set-up, and verification of new content sources and product features to enable the to realize additional value for their users
- Educate customers on the use of Glean product features
- Identify system and user health issues, then create and execute remediation plans while coordinating and updating the customer accordingly
- Handle customer-impacting alerts which require coordination with customer admin and system resources through resolution
- Work closely with teams across Glean to drive product, process, and service improvements
- Drive key improvement projects that will improve the scale and efficiency of support, while providing upgrades to the customers’ support experience
- Coordinate all support activities with your assigned customer(s), which may include more stringent access and security processes, ensuring you move with high urgency for their issues.
- Represent the unique needs of your assigned customer(s) with respect to product and security improvements that will improve the customer support experience
Who you are
- Technically curious: you have a never-ending desire to add technical knowledge and skills to your personal toolkit and share those learnings with your peers
- Fearless: you have an intense need to tackle the toughest customer issues and technically complex issues with the goal of driving customer satisfaction
- Strong communicator: you are a professional presenter with superior interaction skills with both customers and internal teams
- Detail-oriented: you are highly organized and methodical, ensuring all issues are managed to completion
- Data-driven: you utilize metrics and objective measurements to assess success and improvement opportunities for yourself and for the customer experience
Key knowledge and skills
- Problem solving: technical problem solving skills including ability to troubleshoot and isolate issues to their root cause
- Ability to debug issues including searching & reading application logs, analyzing stack traces and browser trace files
- Experience in at least one of the following disciplines: Customer Solutions Engineering, Support Engineering, Professional Services
- Hands-on experience 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
- Must have experience on troubleshooting REST API issues
- Working experience on SSO, SAML and OAuth & network troubleshooting
- Should be able to document the issues and contribute to support knowledge base
- Knowledge on SQL/database, Basics Kunbernetes, Intermediate/Advanced Linux
- Good to have experience on using Github, Jira & confluence
- Basic knowledge on LLM and how GPT works is a plus
How to Apply For Glean In 2024?
Dreaming of a Glean career. Follow these simple steps to apply for their 2024 opportunities:
- Click “Apply Here“: Head straight to the Glean career page using the button below.
- Start Your Application: Hit “Apply“ to begin.
- Register or Login: Create an account if you‘re new, or login if you‘re already registered.
- Complete the Form: Fill in all required details accurately.
- Upload Documents: Submit your resume and any other requested documents.
- Review and Verify: Double–check all information before submitting.
- Submit: Hit submit and take a step closer to your dream career.
Apply Link For Glean – Apply Here
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