Escalation Manager, Glean

• This position requires a blend of technical expertise, customer-focused problem-solving, and strong communication skills
• Technical problem-solving skills, including the ability to troubleshoot and isolate issues to their root cause
• Ability to debug issues including searching & reading application logs, analyzing stack traces and browser trace files
• Experience in at least one of the following disciplines: Customer Solutions Engineering, Support Engineering, Professional Services
• Hands-on experience 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
• Experience in troubleshooting REST API issues
• Working experience on SSO, SAML, and OAuth, along with network troubleshooting
• Ability to fully document issues and contribute to the support knowledge base

Desirable

• Glean is seeking a talented multitasking Technical Escalation Manager 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
• Technical Escalation Manager is a critical role within our organization, responsible for overseeing the resolution of complex technical issues escalated by customers
• The Technical Escalation Manager will work closely with customers, support teams, and engineering to ensure that escalated issues are resolved efficiently and effectively, thereby enhancing customer satisfaction and product reliability
• Serve as the primary point of contact for escalated technical issues, ensuring a thorough understanding and clear documentation of customer challenges
• Lead investigations of complex cases, coordinating with engineering and support teams to drive swift and effective resolutions
• Collaborate cross-functionally with Product Management, Engineering, and Quality Assurance to identify root causes and implement improvements
• Communicate directly with customers throughout the escalation process—providing timely updates, managing expectations, and gathering actionable feedback
• Conduct root cause analyses, document findings, and partner with engineering to develop long-term solutions that prevent future issues
• Create and maintain comprehensive records of escalations, resolutions, and best practices, contributing to internal knowledge bases and training resources
• Analyze escalation trends to identify opportunities for process and workflow enhancements that improve efficiency and customer experience
• Track, report, and present key metrics to senior management, highlighting trends, challenges, and areas for improvement
• Mentor and train support team members, sharing best practices for handling technical escalations and elevating customer communication skills
• Advocate for customer needs internally, building strong relationships and ensuring their technical requirements inform product development and enhancements