{"schemaVersion":"jobsearcher.job.v1","id":"c068ddfc2e8336976eab4be5","url":"https://jobsearcher.com/jobs/c068ddfc2e8336976eab4be5","canonicalUrl":"https://jobsearcher.com/jobs/c068ddfc2e8336976eab4be5","title":"Designated Technical Support Engineer","description":"About the Role\r\nGlean is seeking a Designated Technical Support Engineer to join our evolving, venture-backed startup. You will act as a trusted technical resource for our customers, providing both proactive and reactive support to ensure the highest level of service and an outstanding customer experience.\r\nYou will\r\nOwn the proactive and reactive support for Glean customers, prioritizing issues for your designated customer(s)\r\nMeet with assigned customers regularly to review issues, develop resolution plans, and drive continuous improvement in support delivery\r\nBe consistently available via collaborative communication channels to provide timely responses and updates on issues\r\nCreate and maintain customer-specific runbooks and knowledge articles\r\nProvide first-response technical troubleshooting, resolution, and follow-through of customer issues and inquiries\r\nAssist customers in configuring, setting up, and verifying new content sources and product features\r\nEducate customers on the use of Glean product features\r\nIdentify system and user health issues, create and execute remediation plans, and coordinate updates with the customer accordingly\r\nHandle customer-impacting alerts requiring coordination with customer administrators and system resources through resolution\r\nWork closely with teams across Glean to drive product, process, and service improvements\r\nDrive key improvement projects that improve the scale and efficiency of support while enhancing the customer support experience\r\nCoordinate all support activities with assigned customer(s), ensuring high-urgency handling of issues per security and access requirements\r\nRepresent the unique needs of assigned customers regarding product and security improvements that enhance the support experience\r\nAdditional responsibilities: this role is dedicated to select customers and requires background screenings/clearances/training/certification, use of customer-provided equipment, and extended on-call shift timing based on contractual obligations.\r\nAbout you\r\nTechnically curious: a never-ending desire to add technical knowledge and skills and share learnings with peers\r\nFearless: a willingness to tackle the toughest customer issues and technically complex problems to drive satisfaction\r\nStrong communicator: a professional presenter with superior interaction skills with both customers and internal teams\r\nDetail-oriented: highly organized and methodical, ensuring all issues are managed to completion\r\nData-driven: utilizes metrics and objective measurements to assess success and improvement opportunities for yourself and the customer experience\r\nKey knowledge and skills required\r\nMust-haves:\r\nProblem-solving: technical problem-solving skills, including the ability to troubleshoot and isolate issues to their root cause\r\nDebugging: ability to search and read application logs, analyze stack traces and browser trace files\r\nExperience in one or more of the following disciplines: Customer Solutions Engineering, Support Engineering, Professional Services\r\nHands-on experience with Search technologies, Knowledge technologies, or SaaS-based system integrations\r\nCloud experience with Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure\r\nExperience troubleshooting REST API issues\r\nExperience with SSO, SAML, and OAuth and network troubleshooting\r\nAbility to fully document issues and contribute to the support knowledge base\r\nGood-to-haves:\r\nKnowledge of SQL/database, Basic Kubernetes, Intermediate/Advanced Linux\r\nExperience using Github, Jira & Confluence\r\nBasic knowledge of LLMs and how GPT works\r\nLocation\r\nThis role is hybrid (4 days a week in one of our San Francisco Bay Area offices).\r\nCompensation & Benefits\r\nThe standard base salary range for this position is $120,000–$190,000 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.\r\nWe offer a comprehensive benefits package including competitive compensation, medical, vision, and dental coverage, generous time-off policy, and a 401(k) plan. A home office improvement stipend and annual education and wellness stipends are provided. We foster a vibrant culture through regular events and provide healthy lunches daily.\r\nWe are a diverse group of people and are committed to an inclusive, diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.\r\nJ-18808-Ljbffr","company":"Gleanwork","rawCompany":"gleanwork","city":"Millbrae","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-07-15T03:00:29.008Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Designated Technical Support Engineer","description":"About the Role\r\nGlean is seeking a Designated Technical Support Engineer to join our evolving, venture-backed startup. You will act as a trusted technical resource for our customers, providing both proactive and reactive support to ensure the highest level of service and an outstanding customer experience.\r\nYou will\r\nOwn the proactive and reactive support for Glean customers, prioritizing issues for your designated customer(s)\r\nMeet with assigned customers regularly to review issues, develop resolution plans, and drive continuous improvement in support delivery\r\nBe consistently available via collaborative communication channels to provide timely responses and updates on issues\r\nCreate and maintain customer-specific runbooks and knowledge articles\r\nProvide first-response technical troubleshooting, resolution, and follow-through of customer issues and inquiries\r\nAssist customers in configuring, setting up, and verifying new content sources and product features\r\nEducate customers on the use of Glean product features\r\nIdentify system and user health issues, create and execute remediation plans, and coordinate updates with the customer accordingly\r\nHandle customer-impacting alerts requiring coordination with customer administrators and system resources through resolution\r\nWork closely with teams across Glean to drive product, process, and service improvements\r\nDrive key improvement projects that improve the scale and efficiency of support while enhancing the customer support experience\r\nCoordinate all support activities with assigned customer(s), ensuring high-urgency handling of issues per security and access requirements\r\nRepresent the unique needs of assigned customers regarding product and security improvements that enhance the support experience\r\nAdditional responsibilities: this role is dedicated to select customers and requires background screenings/clearances/training/certification, use of customer-provided equipment, and extended on-call shift timing based on contractual obligations.\r\nAbout you\r\nTechnically curious: a never-ending desire to add technical knowledge and skills and share learnings with peers\r\nFearless: a willingness to tackle the toughest customer issues and technically complex problems to drive satisfaction\r\nStrong communicator: a professional presenter with superior interaction skills with both customers and internal teams\r\nDetail-oriented: highly organized and methodical, ensuring all issues are managed to completion\r\nData-driven: utilizes metrics and objective measurements to assess success and improvement opportunities for yourself and the customer experience\r\nKey knowledge and skills required\r\nMust-haves:\r\nProblem-solving: technical problem-solving skills, including the ability to troubleshoot and isolate issues to their root cause\r\nDebugging: ability to search and read application logs, analyze stack traces and browser trace files\r\nExperience in one or more of the following disciplines: Customer Solutions Engineering, Support Engineering, Professional Services\r\nHands-on experience with Search technologies, Knowledge technologies, or SaaS-based system integrations\r\nCloud experience with Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure\r\nExperience troubleshooting REST API issues\r\nExperience with SSO, SAML, and OAuth and network troubleshooting\r\nAbility to fully document issues and contribute to the support knowledge base\r\nGood-to-haves:\r\nKnowledge of SQL/database, Basic Kubernetes, Intermediate/Advanced Linux\r\nExperience using Github, Jira & Confluence\r\nBasic knowledge of LLMs and how GPT works\r\nLocation\r\nThis role is hybrid (4 days a week in one of our San Francisco Bay Area offices).\r\nCompensation & Benefits\r\nThe standard base salary range for this position is $120,000–$190,000 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.\r\nWe offer a comprehensive benefits package including competitive compensation, medical, vision, and dental coverage, generous time-off policy, and a 401(k) plan. A home office improvement stipend and annual education and wellness stipends are provided. We foster a vibrant culture through regular events and provide healthy lunches daily.\r\nWe are a diverse group of people and are committed to an inclusive, diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.\r\nJ-18808-Ljbffr","datePosted":"2026-07-15T03:00:29.008Z","dateModified":"2026-07-15T03:00:29.008Z","hiringOrganization":{"@type":"Organization","name":"Gleanwork","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Millbrae","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"c068ddfc2e8336976eab4be5"},"url":"https://jobsearcher.com/jobs/c068ddfc2e8336976eab4be5"}}