Full-Time
Technical Support Engineer
Posted on 7/7/2023
Enterprise search & knowledge management software
Junior, Mid, Senior
Remote
- Clear Communicator: professional presentation and interaction skills with both customers and internal teams
- Analytical: taking multiple inputs and approaches to issues to ensure the troubleshooting and resolution path is optimal
- Drive: ability to engage in and handle multiple issues of different priorities gracefully
- Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion
- Linux and SQL proficiency, programming skills including Python, Java or Go a huge plus
- Technical problem solving skills including ability to troubleshoot and isolate issues to their root cause
- Ability to debug issues including searching & reading application logs and analyzing application stack traces and browser trace files & console output
- Experience in at least one of the following disciplines: Customer Solutions Engineering, Support Engineering, Technical Service Representative
- Hands-on experience in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system API integrations
- Experience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure
- Provide first response, technical troubleshooting, resolution, and follow-through of customer issues and inquiries
- Troubleshoot issues completely using documentation, tools, and your analytical approach to produce the best outcome
- Coordinate issues requiring Engineering work fully with regular customer updates through resolution and continuous improvement
- Educate customers on the use of Glean product features
- Handle customer-impacting alerts and coordinate technical changes which require coordination with customer admins and technical resources
- Work closely with teams across Glean to drive product, process, and service improvements
- Coordinate communications with customers for any product outages
- Create and update customer and internal-facing documentation to improve overall service quality
- Provide customer-facing root cause analysis summaries with action items managed to completion
- Participate in the customer on-call rotation 12 x 7 (24 x 7 on rare occasions) to ensure we meet customer contractual requirements
At Glean, their mission is to empower more than a million learners with the confidence and ability to build useful knowledge.
Company Stage
Series D
Total Funding
$355.3M
Headquarters
Palo Alto, California
Founded
2019
6 month growth
↑ 60%1 year growth
↑ 120%2 year growth
↑ 315%Benefits
Healthcare - Happy and healthy go together. We cover medical, dental, and vision for you and yours.
Competitive compensation - Have a real stake in your job and your future with competitive stock options.
401(k) - We make it easy to save for the future today by contributing to a 401k.
Flexible work - We work 3 days a week in the office, though we believe in folks working where they can be most effective.
Company events - We work hard and play hard - from weekly happy hours to our annual company retreat.
Unlimited PTO - Flexible hours, PTO, company-wide summer and winter break shutdown
Transparent culture - By default we keep things open and accessible so we can make better decisions together, faster.
Learning and development - We offer a learning stipend to help you grow and achieve your goals.
Free meals - With lunch and dinner options every day, no need to work while you’re hungry.