Designated Technical Support Engineer

About Glean :

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.

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.

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.

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.

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.

You will :

• Please note that this role will be dedicated to select customers and requires additional background screenings / clearances / training / certification, carry & use of customer-provided equipment, and extended on-call shift timing based on customer contractual obligations.
• 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, ensuring you move with high urgency for their issues.
• Represent the unique needs of your assigned customer(s) with respect to product and security improvements that will improve the customer support experience

About you :

Key knowledge and skills required

Must-haves

Good-to-haves

Compensation & Benefits :

The standard base salary range for this position is $120,000 - $220,000 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.

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.

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.