Technical Support Engineer, Glean
AI-based search engine connecting enterprise data
Open for applications
AI-based search engine connecting enterprise data
1001+ employees
Open for applications
1001+ employees
Company mission
To expand human potential to do extraordinary work.
Role
Who you are
- Communication: professional presentation and interaction skills with both customers and internal teams
- Project planning: plan and execute implementation of customer projects, including configuration and customization with integrations to SaaS-based systems
- Self-motivated: proactive approach to delivering service to customers
- Detail-oriented: highly organized and methodical, ensuring all issues are managed to completion
- Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers
- Fluency English required, fluency in a foreign language a huge plus
- CSM Experience in a product-led or SaaS company is a plus
- 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
- Experience in at least one of the following disciplines: Customer Success Management, Support Engineering, Professional Services, Technical Project Management
- Experience in a customer-facing role 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
- Bachelor’s Degree with at least 3 years of industry experience or Masters with at least 1 year of industry experience. We are hiring at all role levels, from junior to principal level
What the job involves
- 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
- 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. You will be part of a team of motivated, seasoned support professionals - this team lives and breathes our company value “customer-obsessed”
- 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
- Assist customers with new product features & configurations along with onboarding new datasources and integrations into Glean to increase the content and knowledge for their users' search and assistant experience
- Educate customers on the use of Glean product features as needed
- 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
- Resolve customer-impacting alerts and drive customer change requests by coordinating activities with customer administrators
- Contribute to customer help articles and internal runbooks to improve overall support delivery
- Provide root cause analysis documents to explain high-impact incidents when needed
- Work closely with teams across Glean to drive product, process, and service improvements
Our take
Glean is an intuitive digital assistant which allows employees to search across all their apps and find the information and tools that they need more quickly.
With so many SaaS apps being used by modern day companies, overwhelm and inefficiency inevitably enter the equation. Glean’s search engine is proving popular for how it unifies and centralizes all these distributed tools and data.
It’s been quite a start to life at Glean, having emerged from stealth in 2021, it received a $1B valuation in early 2022, thus achieving unicorn status. Since then, the company has gone on to raise substantial funding and bring its valuation up to $7.2B in 2025. With this impressive growth, its secured some big name customers like Grammarly, databricks, and Rubrik.
That Glean was co-founded by a quartet with senior experience at Google, Microsoft, Uber, and Facebook stands the company in good stead. However, it’s the fact that its search engine is solving a new, but very real problem in the workplace that’s seen its popularity surge so quickly, which it’s likely to continue to do in the future. And its adaptability to include new AI capabilities to its platform, such as generative AI, has Glean well set to see further growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
44% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jun 2025
$150m
SERIES F
Sep 2024
$260m
SERIES E
Total funding: $805m
Company HQ
Evergreen Park, Palo Alto, CA
Leadership
Arvind Jain
(Co-Founder & CEO)Former Engineer at Google and Microsoft. Arvind is also the co-founder of high growth startup Rubrik, which delivers data security and operational resilience for enterprises.
TR Vishwanath
(Co-Founder & CTO)Before co-founding Glean, TR was a Principal Software Engineer at Facebook after spending eight years at Microsoft as a Software Design Engineer, then Principal Development Lead.
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