Technical Support Engineer
BangaloreFull-TimeMid-levelSupport / Customer Success
Intro
- 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.
- 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.
- Own the implementation, customization, proactive and reactive support for Glean customers
- Provide first response, technical troubleshooting, resolution and follow-through of customer issues and inquiries
- Assist customers in on-boarding additional datasources into Glean to increase the content and knowledge for their users' search experience
- Educate customers on the use of Glean product features as needed
- Identify system and user health issues through analysis key metrics, devise a remediation plan and execute while coordinating and updating the customer when needed
- 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
About you
- Communication: professional presentation and interaction skills with both customers and internal teams
- Project planning: plan and execute technical 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
- Problem solving: technical problem solving skills including 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
- Must have experience on troubleshooting REST API issues
- Working experience on SSO, SAML and OAuth & network troubleshooting
- Should be able to document the issues and contribute to support knowledge base
- Knowledge on SQL/database, Basics Kunbernetes, Intermediate/Advanced Linux
- Good to have experience on using Github, Jira & confluence
- Basic knowledge on LLM and how GPT works is a plus
Location:
- This role is hybrid (3 days a week in our Bangalore office)
Compensation & Benefits
- 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.
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