Technical Support Engineer at Glean in Nashville, TN

Summary: Glean is a Work AI platform that enhances productivity through AI-driven solutions. The Technical Support Engineer will provide exceptional support to customers, assisting with technical troubleshooting, product features, and onboarding new integrations to ensure a superior customer experience. Responsibilities: - Provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned customer issues and inquiries, ensuring we meet or exceed all customer and internal SLA’s - Assist customers with new product features & configurations along with onboarding new datasources and integrations into Glean to increase the content and knowledge for their users' search and assistant experience - Educate customers on the use of Glean product features as needed - Identify customer system health issues by analyzing key metrics and dashboards, then devising and executing a remediation plan while coordinating and updating the customer throughout - Resolve customer-impacting alerts and drive customer change requests by coordinating activities with customer administrators - Contribute to customer help articles and internal runbooks to improve overall support delivery - Provide root cause analysis documents to explain high-impact incidents when needed - Work closely with teams across Glean to drive product, process, and service improvements Required Qualifications: - Fluency English required, fluency in a foreign language a huge plus - Bachelor's Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience - 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 - 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 - Provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned customer issues and inquiries, ensuring we meet or exceed all customer and internal SLA's - Assist customers with new product features & configurations along with onboarding new datasources and integrations into Glean to increase the content and knowledge for their users' search and assistant experience - Educate customers on the use of Glean product features as needed - Identify customer system health issues by analyzing key metrics and dashboards, then devising and executing a remediation plan while coordinating and updating the customer throughout - Resolve customer-impacting alerts and drive customer change requests by coordinating activities with customer administrators - Contribute to customer help articles and internal runbooks to improve overall support delivery - Provide root cause analysis documents to explain high-impact incidents when needed - Work closely with teams across Glean to drive product, process, and service improvements - Interpersonal skills: Communication: professional presentation and interaction skills with both customers and internal teams - Interpersonal skills: Project planning: plan and execute implementation of customer projects, including configuration and customization with integrations to SaaS-based systems - Interpersonal skills: Self-motivated: proactive approach to delivering service to customers - Interpersonal skills: Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion - Interpersonal skills: Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers Preferred Qualifications: - CSM Experience in a product-led or SaaS company is a plus Required Skills: Technical Troubleshooting, Customer Success Management, Support Engineering, Professional Services, Technical Project Management, Search Technologies, Knowledge Technologies, SaaS-based System Integrations, Google Cloud Platform, Amazon Web Services, Microsoft Azure, Project Planning, Data-driven Benefits: Medical, Vision, Dental coverage, Generous time-off policy, 401k plan, Home office improvement stipend, Annual education and wellness stipends, Healthy lunches daily