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Technical Support Engineer (EMEA shift hours)

Glean

Glean

IT, Customer Service
Bengaluru, Karnataka, India
Posted on Saturday, February 11, 2023

About Glean

We’re on a mission to bring people the knowledge they need to make a difference in the world.

Glean was founded by a seasoned team of former Google search and Facebook engineers, who wondered why we don’t have an easier way of finding what we need at work. In our personal lives, we have tools to help us find pretty much whatever we need. Why don’t we have that at work? And that was the beginning of Glean.

Glean searches across all your company’s apps to help you find exactly what you need and discover the things you should know. We’re a diverse team of curious and creative people who want to help each other get big things done—so we can help other teams do the same.

We're backed by some of the Valley's leading venture capitalists—including Sequoia, Kleiner Perkins, Lightspeed, and General Catalyst—and have assembled a world-class team with senior leadership experience at Google, Slack, Facebook, Dropbox, Rubrik, Uber, Intercom, Pinterest, Palantir, and others.

Role

Glean is looking for a talented Technical Support 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.

You will provide proactive & reactive support to 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:

  • 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

Your core attributes include:

  • 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

Key knowledge and skills required:

  • 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

Benefits

  • Competitive compensation
  • Healthcare
  • Flexible work environment
  • 401k
  • Flexible PTO
  • Transparent culture
  • Learning and development opportunities
  • Company events
  • Free meals

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.