Technical Support Engineer (APAC morning or EMEA shift hours)
Glean
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.
- 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
Who you are
- 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
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 and 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