Technical Support Engineer at Glean

<div class="content-intro"><div><span style="font-family: helvetica, arial, sans-serif; color: rgb(0, 0, 0); font-size: 12pt;"><strong>About Glean:</strong></span></div> <div>&nbsp;</div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Glean is the Work AI platform that helps everyone work smarter with AI. What began as the industry’s most advanced enterprise search has evolved into a full-scale Work AI ecosystem, powering intelligent Search, an AI Assistant, and scalable AI agents on one secure, open platform. With over 100 enterprise SaaS connectors, flexible LLM choice, and robust APIs, Glean gives organizations the infrastructure to govern, scale, and customize AI across their entire business - without vendor lock-in or costly implementation cycles.</span></div> <div>&nbsp;</div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">At its core, Glean is redefining how enterprises find, use, and act on knowledge. Its Enterprise Graph and Personal Knowledge Graph map the relationships between people, content, and activity, delivering deeply personalized, context-aware responses for every employee. This foundation powers Glean’s agentic capabilities - AI agents that automate real work across teams by accessing the industry’s broadest range of data: enterprise and world, structured and unstructured, historical and real-time. The result: measurable business impact through faster onboarding, hours of productivity gained each week, and smarter, safer decisions at every level.</span></div> <div>&nbsp;</div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Recognized by Fast Company as one of the World’s Most Innovative Companies (Top 10, 2025), by CNBC’s Disruptor 50, Bloomberg’s AI Startups to Watch (2026), Forbes AI 50, and Gartner’s Tech Innovators in Agentic AI, Glean continues to accelerate its global impact. With customers across 50+ industries and 1,000+ employees in more than 25 countries, we’re helping the world’s largest organizations make every employee AI-fluent, and turning the superintelligent enterprise from concept into reality.</span></div> <div>&nbsp;</div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">If you’re excited to shape how the world works, you’ll help build systems used daily across Microsoft Teams, Zoom, ServiceNow, Zendesk, GitHub, and many more - deeply embedded where people get things done. You’ll ship agentic capabilities on an open, extensible stack, with the craft and care required for enterprise trust, as we bring Work AI to every employee, in every company.</span></div></div><div>&nbsp;</div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>About the Role:</strong></span></div> <div>&nbsp;</div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.&nbsp;&nbsp;</span></div> <div>&nbsp;</div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.&nbsp; You will be part of a team of motivated, seasoned support professionals - this team lives and breathes our company value “customer-obsessed”.</span></div> <div>&nbsp;</div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>You will:&nbsp;</strong></span></div> <div> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Provide high-quality customer communication, technical troubleshooting, resolution, and follow-through for all assigned customer issues and inquiries, ensuring we meet or exceed all customer and internal SLA’s</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Assist customers with new product features &amp; configurations along with onboarding new datasources and integrations into Glean to increase the content and knowledge for their users' search and assistant experience</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Educate customers on the use of Glean product features as needed</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Identify customer system health issues by analyzing key metrics and dashboards, then devising and executing a remediation plan while coordinating and updating the customer throughout</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Resolve customer-impacting alerts and drive customer change requests by coordinating activities with customer administrators</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Contribute to customer help articles and internal runbooks to improve overall support delivery</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Provide root cause analysis documents to explain high-impact incidents when needed</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Work closely with teams across Glean to drive product, process, and service improvements</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><em><strong>Please note that this role will support customers globally and we are flexible to have the work start time aligned to either US-East or US-West business hours</strong></em></span></li> </ul> </div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>About you:</strong></span></div> <div> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Interpersonal skills:</span> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Communication: professional presentation and interaction skills with both customers and internal teams</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Project planning: plan and execute implementation of customer projects, including configuration and customization with integrations to SaaS-based systems</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Self-motivated: proactive approach to delivering service to customers</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Fluency English required, fluency in a foreign language a huge plus</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">CSM Experience in a product-led or SaaS company is a plus</span></li> </ul> </li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Technical skills:</span> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Problem-solving: 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</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Experience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project Management</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Experience in a customer-facing role in at least one of the following: Search technologies, Knowledge technologies, SaaS-based system integrations</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Experience with Cloud technologies in at least one of the following: Google Cloud Platform (GCP), Amazon Web Services (AWS) or Microsoft Azure.</span></li> </ul> </li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Education &amp; Experience:</span> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Bachelor’s Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience.&nbsp; We are hiring at all role levels, from junior to principal level.</span></li> </ul> </li> </ul> </div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Location:</strong>&nbsp;</span></div> <div> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">This role is hybrid (4 days a week in our Nashville office)</span></li> </ul> </div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Compensation &amp; Benefits:</strong></span></div> <div>&nbsp;</div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">The standard base salary range for this position is $75,000 - $180,000 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.</span></div> <div>&nbsp;</div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">We offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals. When you join, you'll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused.</span></div> <div>&nbsp;</div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.</span></div> <div>&nbsp;</div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">#LI-HYBRID</span></div><div class="content-conclusion"><div>&nbsp;</div> <div><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>AI-First Mindset at Glean:</strong></span></div> <div>&nbsp;</div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">At Glean, AI fluency is core to how we work and we're committed to ensuring every new hire feels confident integrating AI into their everyday work. <strong>As part of the interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about, design, and use AI to drive impact in your role. </strong>Feel free to reference any tools, platforms, or workflows you use today — prior Glean experience isn't required.</span></div> <div>&nbsp;</div> <div><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Global Data Privacy Notice for Job Candidates and Applicants:</strong></span></div> <div>&nbsp;</div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Depending on your location, the General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA), or other privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available in our <a href="https://www.glean.com/privacy"><strong>Privacy Policy</strong></a>. By submitting your application, you are agreeing to our use and processing of your data as required. US applicants and their applications are subject to arbitration of disputes as outlined in our <a href="https://www.glean.com/arbitrationagreement"><strong>Applicant Arbitration Agreement</strong></a>.</span></div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><br>By clicking “Submit Application,” I confirm that I have read the Global Data Privacy Notice and the <a href="https://www.glean.com/arbitrationagreement"><strong>Applicant Arbitration Agreement</strong></a>, and I agree to the terms.&nbsp;&nbsp;</span></div></div>