Designated Technical Support Engineer (AI)

Location: Hybrid, with four days per week in one of Glean's San Francisco Bay Area offices; the posting lists Mountain View, CA.

Salary: $120,000–$190,000 annually, with potential variable compensation, equity, and benefits.

Company

Glean builds an AI-powered Work AI platform with enterprise search, an AI Assistant, scalable AI agents, SaaS connectors, and APIs on a secure, open platform.

What you will do

• Own proactive and reactive technical support for designated enterprise customers, prioritizing issues and providing timely updates.
• Lead customer reviews, resolution planning, continuous improvement, and coordination of support activities.
• Troubleshoot issues, analyze logs and traces, manage alerts, and execute remediation plans through resolution.
• Assist with configuring, setting up, and verifying content sources and product features.
• Create customer-specific runbooks and knowledge articles, and educate customers on product capabilities.
• Partner with internal teams on product, process, security, and support-scale improvements.

Requirements

• Hybrid attendance four days per week in a San Francisco Bay Area office is required.
• Experience in customer solutions engineering, support engineering, or professional services.
• Hands-on experience with search technologies, knowledge technologies, or SaaS-based system integrations.
• Experience with at least one cloud platform: Google Cloud Platform, Amazon Web Services, or Microsoft Azure.
• Strong troubleshooting and debugging skills, including application logs, stack traces, browser trace files, and REST API issues.
• Working experience with SSO, SAML, OAuth, network troubleshooting, and technical documentation.

Nice to have

• Knowledge of SQL or databases, Kubernetes, Linux, GitHub, Jira, and Confluence.
• Basic knowledge of LLMs and how GPT works.

Culture & Benefits

• Customer-focused, professional, creative, and collaborative work environment.
• Medical, vision, and dental coverage, generous time off, and a 401k contribution plan.
• Home office improvement, education, and wellness stipends.
• Regular company events and daily healthy lunches.
• The designated-customer assignment may require additional background screenings, clearances, training, certification, customer-provided equipment, and extended on-call shifts.

Hiring process

• The interview process includes a brief AI-focused exercise or discussion.