Designated Technical Support Engineer - Central/East

About the role

Glean is looking for a talented Designated Technical Support Engineer to join our rapidly expanding, venture-backed startup. We are building a modern knowledge assistant personalized to every employee in your organization, making all information within your company accessible, contextual, and fresh. Our team works hard and plays hard. We are professional, creative, passionate, and most importantly - customer-obsessed. As a trusted technical resource to the customer, you will provide both proactive and reactive support to our growing customer base. By providing the highest level of service to our customers, you will ensure our customer experience is the best in the industry.

Responsibilities

• Own the proactive and reactive support for Glean customers by prioritizing issues for your designated customer(s)
• Meet with your assigned customers regularly to review issues and develop resolution plans and drive continuous improvement in how you and your Glean teammates provide support to them
• Be available to your assigned customers via collaborative communication channels consistently to ensure you are providing timely responses and updates on issues
• Create and maintain customer-specific runbooks and knowledge articles
• Provide first response, technical troubleshooting, resolution, and follow-through of customer issues and inquiries
• Assist customers in the configuration, set-up, and verification of new content sources and product features to enable them to realize additional value for their users
• Educate customers on the use of Glean product features
• Identify system and user health issues, then create and execute remediation plans while coordinating and updating the customer accordingly
• 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
• Drive key improvement projects that will improve the scale and efficiency of support, while providing upgrades to the customers’ support experience
• Coordinate all support activities with your assigned customer(s), which may include more stringent access and security processes,