Technical Support Engineer

Glean

. Own proactive and reactive support for designated Glean customers and prioritize their issues .

Posted 11/10/2026full-timeRemote • United StatesMid-LevelSenior💰 $143,000 - $170,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical problem-solving skills with a focus on troubleshooting and isolating issues. Proficient in managing customer support processes, including documentation and collaboration across teams to enhance service delivery.

Highest-signal resume keywords

Technical Problem-SolvingTroubleshooting REST API IssuesExperience With Cloud TechnologiesKnowledge Of Search TechnologiesCustomer Solutions Engineering

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingDebuggingTechnical SupportConfiguration ManagementDocumentationSQLLinuxSaaS IntegrationsNetwork TroubleshootingApplication Log Analysis

Soft Skills

Collaborative CommunicationCustomer EducationProject Leadership

Tools & Technologies

Google Cloud PlatformAmazon Web ServicesMicrosoft AzureGitHubJiraConfluenceKubernetesSSOSAMLOAuth

Industry Keywords

Customer SupportKnowledge ManagementService ImprovementSystem IntegrationCloud Technologies

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud PlatformKubernetesLinuxSQL

About the role

Key responsibilities & impact

Own proactive and reactive support for designated Glean customers and prioritize their issues
Meet assigned customers regularly to review issues, develop resolution plans, and drive continuous support improvement
Remain available through collaborative communication channels to provide timely responses and updates
Create and maintain customer-specific runbooks and knowledge articles
Provide first response, technical troubleshooting, resolution, and follow-through for customer issues and inquiries
Assist customers with configuration, setup, and verification of content sources and product features
Educate customers on Glean product features
Identify system and user health issues and execute remediation plans
Handle customer-impacting alerts through resolution in coordination with customer administrators and system resources
Collaborate across Glean to drive product, process, and service improvements
Lead improvement projects that increase support scale and efficiency
Coordinate support activities while following customer access and security processes
Represent assigned customers' needs in product and security improvement efforts

Requirements

What you’ll need

Technical problem-solving skills, including troubleshooting and isolating issues to their root cause
Ability to debug issues by searching and reading application logs, analyzing stack traces, and browser trace files
Experience in at least one of Customer Solutions Engineering, Support Engineering, or Professional Services
Hands-on experience with Search technologies, Knowledge technologies, or SaaS-based system integrations
Experience with cloud technologies including Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure
Experience troubleshooting REST API issues
Working experience with SSO, SAML, OAuth, and network troubleshooting
Ability to fully document managed issues and contribute to the support knowledge base
Additional background screenings, clearances, training, and certification may be required
Ability to carry and use customer-provided equipment
Good-to-haves: knowledge of SQL/database, basic Kubernetes, intermediate/advanced Linux, GitHub, Jira, Confluence, and basic knowledge of LLMs and GPT
Ability to work flexible hours as needed

Benefits

Comp & perks

Medical coverage
Vision coverage
Dental coverage
Generous time-off policy
401k plan contribution opportunity
Home office improvement stipend
Annual education stipend
Annual wellness stipend
Regular company events
Healthy lunches daily
Variable compensation may be available for certain roles
Equity may be available for certain roles
Flexible working hours may be required for the role