Technical Support Engineer Job at Glean (Palo Alto)

Technical Support Engineer

Glean

Location:
United States , Palo Alto

Category:
IT - Administration

Contract Type:
Not provided

Salary:

75000.00 - 180000.00 USD / Year

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Job Description:

Glean is looking for a talented Technical Support Engineer to join our rapidly expanding, venture-backed startup, to support our growing customer base by providing them with a superior support experience to pair with our amazing product. As a Technical Support Engineer, you will partner with the Field team and customer to drive successful outcomes to all levels of inquiries and issues they may encounter in their Glean journey. You will be part of a team of motivated, seasoned support professionals - this team lives and breathes our company value “customer-obsessed”.

Job Responsibility:

Provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned customer issues and inquiries
Assist customers with new product features & configurations along with onboarding new datasources and integrations into Glean
Educate customers on the use of Glean product features as needed
Identify customer system health issues by analyzing key metrics and dashboards, then devising and executing a remediation plan
Resolve customer-impacting alerts and drive customer change requests by coordinating activities with customer administrators
Contribute to customer help articles and internal runbooks to improve overall support delivery
Provide root cause analysis documents to explain high-impact incidents when needed
Work closely with teams across Glean to drive product, process, and service improvements

Requirements:

Bachelor’s Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience
Professional presentation and interaction skills with both customers and internal teams
Plan and execute implementation of customer projects, including configuration and customization with integrations to SaaS-based systems
Proactive approach to delivering service to customers
Highly organized and methodical, ensuring all issues are managed to completion
Utilize metrics and objective measurements to assess success and improvement opportunities for customers
Fluency English required
Troubleshoot and identify the root cause of issues utilizing all elements of the technical stack from network, system, database, storage, and application through to the end-user device
Experience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project Management
Experience in a customer-facing role 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.

Nice to have:

Fluency in a foreign language a huge plus
CSM Experience in a product-led or SaaS company is a plus

What we offer:

Medical, Vision, and Dental coverage
generous time-off policy
opportunity to contribute to your 401k plan
home office improvement stipend
annual education and wellness stipends
vibrant company culture through regular events
healthy lunches daily

Additional Information:

Job Posted:
January 06, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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