Designated Technical Support Engineer - Central/East (AI)

Location: Hybrid — 2 days per week in New York, NY, or 3 days per week in Nashville, TN

Salary: $120,000–$170,000 USD annually

Company

Glean develops a Work AI platform with enterprise search, an AI Assistant, AI agents, SaaS connectors, and APIs for secure knowledge access and automation.

What you will do

• Own proactive and reactive technical support for designated enterprise customers.
• Prioritize customer issues, provide troubleshooting and resolution, and maintain timely communication through collaborative channels.
• Create customer-specific runbooks and knowledge articles, and document issues in the support knowledge base.
• Help customers configure, set up, and verify content sources and product features.
• Identify system and user health issues, create remediation plans, and coordinate customer-impacting alerts through resolution.
• Partner with internal teams on product, process, security, and support-scale improvements.

Requirements

• Technical problem-solving skills, including root-cause analysis and troubleshooting application logs, stack traces, and browser trace files.
• 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.
• Experience troubleshooting REST API issues and working with SSO, SAML, OAuth, and network troubleshooting.
• Willingness to complete additional background screenings, clearances, training, or certification and work extended on-call shifts based on customer obligations.

Nice to have

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

Culture & Benefits

• Medical, vision, and dental coverage.
• Generous paid time off and a 401(k) contribution opportunity.
• Home office improvement, education, and wellness stipends.
• Regular company events and daily healthy lunches.
• Inclusive and diverse work environment.

Hiring process

• Complete a brief AI-focused exercise or discussion during the interview process.