Technical Support Engineer PST (Shift Timings - 9 PM IST - 6 AM IST)

About Glean :

Founded in 2019, Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find, organize, and share information across their teams. By integrating seamlessly with tools like Google Drive, Slack, and Microsoft Teams, Glean ensures employees can access the right knowledge at the right time, boosting productivity and collaboration. The company’s cutting-edge AI technology simplifies knowledge discovery, making it faster and more efficient for teams to leverage their collective intelligence.

Glean was born from Founder & CEO Arvind Jain’s deep understanding of the challenges employees face in finding and understanding information at work. Seeing firsthand how fragmented knowledge and sprawling SaaS tools made it difficult to stay productive, he set out to build a better way - an AI-powered enterprise search platform that helps people quickly and intuitively access the information they need. Since then, Glean has evolved into the leading Work AI platform, combining enterprise-grade search, an AI assistant, and powerful application- and agent-building capabilities to fundamentally redefine how employees work.

About the Role :

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.

You will :

Own the implementation, customization, proactive and reactive support for Glean customers

Provide first response, technical troubleshooting, resolution and follow-through of customer issues and inquiries

Assist customers in on-boarding additional datasources into Glean to increase the content and knowledge for their users' search experience

Educate customers on the use of Glean product features as needed

Identify system and user health issues through analysis key metrics, devise a remediation plan and execute while coordinating and updating the customer when needed

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

About you :

Communication : professional presentation and interaction skills with both customers and internal teams

Project planning : plan and execute technical implementation of customer projects including configuration and customization with integrations to SaaS-based systems

Self-motivated : proactive approach to delivering service to customers

Detail-oriented : highly organized and methodical, ensuring all issues are managed to completion

Data-driven : utilize metrics and objective measurements to assess success and improvement opportunities for customers

Location : Bangalore

This role is hybrid (3 days a week in our Bangalore office)

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